Card Collections Supervisor

JPMorgan Chase & Co.; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Collections Supervisor in Tempe, AZ to lead a team in delivering strong customer experiences and achieving service metrics.

The role emphasizes collaboration with partners, managing performance, and driving ongoing improvements within risk guidelines. The supervisor will oversee daily operations, ensure compliance with policies, and coach staff to maintain high engagement and productivity while meeting financial goals.

Qualifications

• Minimum 3 years of customer service experience.
• Strong verbal and written communication skills.
• Ability to influence and drive change.
• Experience in prioritizing tasks and managing multiple items.
• Data analysis skills for performance tracking.

Responsibilities

• Lead and guide staff to meet service metrics and productivity goals.
• Make informed decisions using policies, procedures and leadership guidance.
• Identify process improvements and drive change with the team.
• Ensure adherence to operating policies, and legal/compliance requirements.
• Coach and develop team performance, recognizing top performers and addressing gaps.
• Summarize impact in year-end self-evaluation.

Skills

Customer service

Verbal communication

Written communication

Influencing

Change management

Prioritization

Data analysis

Education

High School diploma/GED

Job description

You are a natural leader. You do what’s right for customers and colleagues and you inspire others to do the same. Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships.

As a Collections Supervisor in JPMorgan Chase, you will be accountable for achieving key service metrics, meeting or exceeding financial/productivity goals, ensuring business partner/employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

Job responsibilities

• Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business


• Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments and relationships


• Identify process improvement opportunities, recommend solution(s), contribute to process/policy change led by change management leadership team, and implement changes.


• Ensure team’s adherence to operating policies and procedures, and legal and compliance regulations.


• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results; this includes using performance management resources to proactively monitor, coach and develop employees, recognizing strong performers and managing those not meeting performance standards.


• Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback and checking in with your team and manager on how you’re doing, and summarize your impact in your year-end Self-Evaluation.

Required qualifications, capabilities, and skills

• Minimum 3 years customer service experience


• Verbal and written communication skills


• Influencing skills


• Change implementation skills


• Prioritization skills


• Data analysis skills


• High School diploma/GED required

Preferred qualifications, capabilities, and skills

• Previous financial industry experience


• Collection experience


• 2+ years in a call center environment

Work schedule

• Work hours will vary within a fulltime schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends and holidays. Specific information will be provided by the recruiter.


• This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.


• Must be willing to work in-office five days per week (no hybrid or remote)