Collections Team Lead - Drive Customer Impact & Growth

JPMorganChase; Tempe (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

JPMorgan Chase in Tempe, AZ seeks a Collections Supervisor to lead a team responsible for delivering strong customer experiences while meeting service metrics and compliance requirements. You will drive performance, coach staff, handle day-to-day operations in-office, and partner with lines of business to optimize processes within a formal risk framework.

In this role you will manage performance, apply change initiatives, and ensure adherence to policies while fostering engagement and

Qualifications

• 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.

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.

Skills

Customer service

Communication skills

Influencing skills

Change management

Prioritization

Data analysis

Education

High School diploma/GED

Job description

JPMorgan Chase in Tempe, AZ seeks a Collections Supervisor to lead a team responsible for delivering strong customer experiences while meeting service metrics and compliance requirements. You will drive performance, coach staff, handle day-to-day operations in-office, and partner with lines of business to optimize processes within a formal risk framework.

In this role you will manage performance, apply change initiatives, and ensure adherence to policies while fostering engagement and