Credit Card Collections Leader & Coach

JPMorgan Chase & Co.; Heathrow (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

Chase in Heathrow, FL is seeking a Card Collections Supervisor to lead a front-line team of about 20 specialists in the Credit Card Collections group. You will coach, motivate, and drive respectful, solutions-focused conversations while delivering measurable results.

The role involves coaching to key behaviors, managing performance, handling escalations, and partnering with internal teams to improve processes, controls, and customer experience.

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

Communication

Problem-solving

Policy-guided judgment

Data interpretation

Phone-based interactions

MS Office

Education

High school diploma or equivalent

Tools

Windows

Microsoft Office

Job description

Chase in Heathrow, FL is seeking a Card Collections Supervisor to lead a front-line team of about 20 specialists in the Credit Card Collections group. You will coach, motivate, and drive respectful, solutions-focused conversations while delivering measurable results.

The role involves coaching to key behaviors, managing performance, handling escalations, and partnering with internal teams to improve processes, controls, and customer experience.