Card Collections Team Leader: Coaching & Impact

JPMorganChase; Heathrow (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health care coverage

On-site health and wellness centers

Retirement savings plan

Backup childcare

Tuition reimbursement

Mental health support

Financial coaching

more

Job summary

Chase is seeking a Collections Supervisor on the Credit Card Collections team to lead a front-line group of about 20 specialists. You will coach, motivate, and develop the team to deliver respectful, solutions-focused conversations and outcomes.

You’ll handle escalations, partner with internal teams, and apply policy-guided judgment while identifying opportunities to improve processes and controls. This role emphasizes inclusive leadership and customer-focused results.

Qualifications

• Two years of people management experience.
• Experience in financial services or a related customer-facing environment.
• Strong coaching, feedback, and performance management skills.
• Demonstrated ability to handle escalations and resolve complex issues.
• Strong written and verbal communication skills, including the ability to influence and build relationships.
• Strong problem-solving and conflict resolution skills, with sound judgment guided by policy.
• Ability to interpret and analyze performance data to inform decisions.
• Proficiency with Windows operating systems and Microsoft Office tools.
• Comfort working in a phone-based customer interaction environment.
• High school diploma or equivalent.

Responsibilities

• Lead, coach, and develop a team of front-line collections specialists to meet quality and performance expectations
• Model effective customer conversations and reinforce key behaviors through regular coaching and feedback
• Manage performance, including goal-setting, reviews, and corrective action when needed
• Support hiring, onboarding, engagement, and retention of top talent
• Foster an inclusive team environment where all employees feel supported and respected
• Resolve complex and escalated employee and customer issues with professionalism and urgency
• Prioritize daily work, manage competing deadlines, and ensure consistent execution
• Partner with internal stakeholders to remove obstacles and improve end-to-end outcomes
• Analyze performance and quality data to identify trends, root causes, and improvement opportunities
• Recommend and implement process or workflow enhancements to improve efficiency and service
• Execute and support control initiatives and comply with applicable practices and procedures

Skills

People management

Coaching skills

Communication skills

Analytical skills

Customer service experience

Education

High School Diploma or equivalent

Bachelor's degree

Tools

Windows OS

Microsoft Office

Job description

Chase is seeking a Collections Supervisor on the Credit Card Collections team to lead a front-line group of about 20 specialists. You will coach, motivate, and develop the team to deliver respectful, solutions-focused conversations and outcomes.

You’ll handle escalations, partner with internal teams, and apply policy-guided judgment while identifying opportunities to improve processes and controls. This role emphasizes inclusive leadership and customer-focused results.