Auto Lending Account Manager I

JPMorgan Chase & Co. • Houston, TX

1d

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. The role oversees team performance, service quality, staffing, coaching, training, change management, and process improvements while partnering with sales, credit, and other supporting departments. The position requires flexibility to work an evening/weekend schedule.

Requirements

• At least 2 years of management experience in an inbound customer-service or sales call-center environment.
• Proven ability to motivate, mentor, and lead professionals to deliver results and meet quality and service-level targets.
• Experience prioritizing customer experience and teaching customer-needs-assessment skills to a team of specialists.
• Ability to coach a team through rapid customer-experience, procedural, and policy changes.
• Track record of managing a team both in the 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, multiple deadlines, and priorities, with high attention to detail.
• Strong interpersonal skills, including listening, negotiating, influencing, and building trusting relationships.
• Strong leadership abilities.
• Strong organizational and time-management skills, with 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, review results, and ensure consistent implementation of daily strategies 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 in support of efficiency and customer-obsession efforts.
• 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 in coaching.
• Conduct career-development discussions with employees.
• Create a positive team culture and employee experience, and support recruiting and hiring needs.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed