Auto Lending Account Manager I

JPMorganChase•Houston, TX

About The Position

As an Auto Lending Specialist in Chase Auto, you will lead a customer-facing call center team that is the primary point of contact for auto customers who have applied for financing via Chase.com. Chase Auto provides auto financing and serves auto dealers, consumers, and vehicle manufacturers through a range of products and services, including retail lending, captive financing, and floorplan products, as well as cash management, private banking, and payment processing.

Requirements

At least 2 years of management experience in an inbound customer service or sales call-center environment.
Demonstrated ability to motivate, mentor, and lead professionals to achieve strong results and meet quality and service-level targets.
Experience prioritizing customer experience and teaching customer-needs assessment skills to a team.
Ability to coach a team through rapid customer-experience, procedural, and policy changes.
Experience managing a team both in an office and in a work-from-home environment.
Experience with call-center technologies.
Flexibility to work an evening/weekend schedule.

Nice To Haves

Ability to work independently in a dynamic environment involving change, challenges, and multiple deadlines and priorities.
High attention to detail.
Strong interpersonal skills, including listening, negotiating, influencing, and building trusting relationships.
Strong leadership abilities.
Strong organizational and time-management skills, including the ability to manage multiple priorities with tight deadlines.
Outstanding written and oral communication skills.
Strong analytical and problem-solving skills.
Proficiency in MS Office products.

Responsibilities

Lead a team of call center specialists and maintain effective working partnerships with existing teams.
Conduct monthly call-monitoring quality reviews, assess results, and ensure daily strategies are consistently implemented to meet service-level targets.
Monitor productivity, coach to performance, provide guidance on staffing and daily volume strategy, and reinforce adherence to policies and procedures.
Take escalation calls and log complaints when required.
Oversee training and change management so the team is prepared for system and process enhancements and industry changes.
Lead or participate in process-improvement and re-engineering initiatives focused on efficiency and customer experience.
Ensure assigned areas are adequately staffed and personnel are trained and developed.
Participate in or lead monthly business reviews with sales, credit, and other supporting departments to achieve and sustain performance targets.
Identify trends in data and observed behaviors and use them effectively to coach for results.
Conduct career-development discussions with employees.
Create a positive team culture and employee experience, and support recruiting and hiring needs.