Collections Manager II

JPMorganChase; Tempe (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

Chase in Tempe, AZ is seeking a Collections Manager II to lead the team, negotiate payments and resolve delinquent accounts while ensuring compliant, customer‑centric outcomes. You will coach staff, analyze data, and design automation‑driven improvements, collaborating cross‑functionally to optimize processes, reduce losses, and strengthen risk controls.

This role emphasizes inclusive leadership, planning, and growth, with a focus on delivering sustainable results for the bank and our customers.

Qualifications

• 5+ years of experience managing collections processes.
• Proficiency with advanced computer systems to optimize collections.
• Experience analyzing data and using automation for improvements.
• Ability to lead cross-functional collaborations across departments.
• Experience managing a team and fostering inclusive growth.

Responsibilities

• Lead the negotiation of payments and resolution of past due or overdrawn accounts.
• Implement innovative solutions and process improvements within collections.
• Direct day-to-day operations of the collections team and enforce policies.
• Utilize advanced computer literacy to manage customer interactions.
• Collaborate cross-functionally to align collections strategies.

Skills

Leadership

Negotiation

Data analytics

Automation

Cross-functional collaboration

Job description

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 Manager II within JPMorganChase, you will play a pivotal role in mitigating financial loss to the bank by negotiating payments and offering solutions to resolve delinquent or overdrawn accounts. Your expertise in coaching, conflict management, and cross-functional collaboration will be crucial in navigating complex customer interactions and ensuring compliance with regulatory requirements. You will leverage your advanced computer literacy and customer service skills to enhance the customer journey and maintain the bank's reputation. Your proficiency in data analytics and automation will be instrumental in optimizing processes and driving innovation within the department. As a leader, you will be responsible for planning and organizing the work of your team, fostering an inclusive environment, and guiding their professional growth.

Job Responsibilities

• Lead the negotiation of payments and resolution of past due or overdrawn accounts, utilizing expert negotiation and influence skills to achieve mutually beneficial outcomes.
• Implement innovative solutions and process improvements within the collections department, leveraging advanced knowledge in data analytics and automation.
• Direct the day-to-day operations of the collections team, ensuring adherence to established policies and practices, and fostering an environment of continuous learning and development.
• Utilize advanced computer literacy skills to manage customer interactions, ensuring a seamless and positive customer experience throughout the collections process.
• Collaborate cross-functionally with other departments to align collections strategies and initiatives, leveraging expert team building and conflict management skills to drive organizational success.

Required Qualifications, Capabilities, And Skills

• 5+ years of experience or equivalent expertise in managing collections processes, with a focus on negotiating payments and resolving delinquent accounts.
• Demonstrated proficiency in using advanced computer systems and technology to optimize collections processes and enhance customer interactions.
• Proven ability to analyze data and leverage automation to drive process improvements and operational efficiency within a collections environment.
• Expertise in leading cross-functional collaborations, with a track record of aligning strategies and initiatives across different departments.
• Experience in managing a team, with a focus on fostering an inclusive environment, guiding professional growth, and ensuring adherence to established policies and practices.

Monday to Friday- 12pm to 9pm MST

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.