Card Collections Supervisor - Heathrow, FL

JPMorgan Chase & Co.•Lake Mary, FL

1d•Onsite

About The Position

Step into a leadership role where you help customers get back on track while building a strong, supportive team. You’ll coach and motivate a front-line group of about 20 specialists to deliver clear, respectful, solutions-focused conversations. If you thrive in a fast-paced environment, stay calm under pressure, and enjoy improving how work gets done, this role offers meaningful impact and growth. As a Collections Supervisor on the Credit Card Collections team, you will lead and develop a front-line team supporting customers with past-due credit card accounts. You’ll coach to key behaviors and quality standards, manage performance, and remove barriers so your team can deliver consistent outcomes. You’ll handle escalations, partner with internal teams, and apply judgment to decisions guided by policy. You’ll also identify opportunities to improve processes, strengthen controls, and enhance the customer experience. You’ll create an inclusive environment where people feel supported, respected, and set up to succeed. You’ll use performance and quality insights to prioritize daily work, reinforce effective behaviors, and help your team deliver consistent, customer-focused results.

Requirements

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

Nice To Haves

Call center leadership experience
Bilingual in English and Spanish
Collections experience
Experience leading within a large operations organization
Advanced computer proficiency (reporting tools, productivity tools, and data analysis)
Bachelor’s degree

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