Auto Lending Team Lead - Customer Experience

JPMorgan Chase & Co.; Houston (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

JPMorgan Chase & Co. Chase Auto is seeking an Auto Lending Specialist to lead a customer-facing call center team responsible for auto financing applications via Chase.com.

The role emphasizes coaching, quality monitoring, and adherence to service targets while driving process improvements and a strong customer focus. The ideal candidate has 2+ years in call center management, experience leading teams in office or work-from-home settings, and a proven ability to mentor staff through policy and

Qualifications

• 2+ years of management experience in an inbound customer service / sales call center environment.
• Proven ability to motivate, mentor, and lead professionals to meet Quality and Service Level targets.
• Experience coaching Customer Needs Assessment and guiding teams through policy changes.
• Experience managing teams in office and work-from-home environments.
• Familiarity with call center technologies and scheduling for varying shifts.

Responsibilities

• Lead a team of call center specialists and partner with existing teams.
• Monitor monthly call quality reviews and ensure adherence to daily strategies.
• Coach staffing, volume strategy, and policy compliance to meet SL targets.
• Handle escalation calls and log complaints when required.
• Oversee training and change management for system/process improvements.
• Lead process improvements to boost efficiency and customer focus.
• Ensure staffing adequacy and staff development across areas.
• Participate in monthly business reviews with sales, credit and support teams.
• Identify trends and use data-driven coaching to improve results.

Skills

Team leadership

Call center management

Coaching

Performance monitoring

Prioritizing customer experience

Office/Remote work coordination

MS Office

Tools

MS Office

Job description

JPMorgan Chase & Co. Chase Auto is seeking an Auto Lending Specialist to lead a customer-facing call center team responsible for auto financing applications via Chase.com.

The role emphasizes coaching, quality monitoring, and adherence to service targets while driving process improvements and a strong customer focus. The ideal candidate has 2+ years in call center management, experience leading teams in office or work-from-home settings, and a proven ability to mentor staff through policy and