Chase Travel CxLoyalty Accounts Receivable Team Lead

JPMorgan Chase & Co.•Glen Allen, VA

4d•Onsite

About The Position

This is a unique opportunity to work in the Chase Travel cxLoyalty team to provide assistance with client account management, internal fulfillment resources, supplier relations and vendor management. As a Team Lead in the Accounts Receivable team, you will have the opportunity to lead a dynamic team, drive process improvements and play a key role in optimizing the company's financial operations. You will be responsible for leading the day-to-day operations of the Customer Service Management (CSM) Accounts Receivable Servicing team within our Chase Travel environment. You will oversee the processing and resolution of customer refunds, write-offs, refund checks, disputed balances, and billing-related inquiries across air, hotel, car, and cruise products. You will ensure all CSM requests are processed accurately, timely, and in compliance with internal controls, service level agreements, and audit requirements, and you will drive reporting, productivity, quality assurance, employee development, and process improvement initiatives while serving as the primary escalation point for complex servicing issues. Additionally, you will collaborate with cross functional departments to enhance efficiency, resolve customer payment issues and implement best practices that support business growth. If you are passionate about accounting operations and ready to make an impact, this is an exciting opportunity to take your career to the next level.

Requirements

3+ years of experience in Accounts Receivable, customer servicing, accounting operations, or travel industry operations.
Proven experience in accounts receivable management or related financial roles, with at least 2 years in a supervisory capacity.
Extensive knowledge of AR processes, billing systems, and collections practices.
Strong leadership and team management skills, with the ability to motivate and empower team members to achieve goals.
Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
Analytical mindset with the ability to interpret financial data, identify trends, and make data-driven decisions.
Proficiency in accounting software and Microsoft Excel.

Nice To Haves

Bachelor's degree in accounting, Finance, Business Administration, or related field preferred but not required.

Responsibilities

Lead and manage a team responsible for processing CSM tasks related to customer refunds, refund checks, billing corrections, write-offs, open AR research and resolution, and customer concessions and manual adjustments
Review and prioritize daily workload to ensure service levels are achieved and assign work based on urgency, aging, dollar amount, product type, and employee capacity.
Serve as the escalation point for complex or high-risk cases, including balances exceeding large dollar threshold, executive or VIP customer complaints, refunds requiring manual intervention or approvals, supplier-related disputes and unresolved customer claims, and ensure complete ownership of all open CSM items until final resolution.
Ensure all CSM requests contain required supporting information before work begins, enforce standardized intake requirements and routing procedures by product type (air, hotel, car, cruise), and verify all refund and adjustment requests via internal systems such as CSM prior to processing.
Ensure all transactions are documented appropriately for audit and compliance purposes and monitor adherence to established SLAs.
Develop and maintain daily, weekly, and monthly operational reporting and dashboards, and monitor and analyze key performance indicators. Provide management with trend analysis, risks, root causes, and recommended corrective actions, and track unresolved items greater than 30 days and drive timely resolution.
Provide training and coaching to team members and conduct monthly one-on-one meetings with each team member to review productivity, quality results, attendance and workload management, and development goals and career progression.
Cross-train staff to ensure adequate team coverage across all service functions, and maintain and update SOPs, process documentation, and training materials quarterly.
Conduct regular quality reviews of completed transactions to ensure accuracy and compliance, and identify trends, recurring errors, and training opportunities. Review a minimum of 10% of completed work monthly and maintain an accuracy rate of 98% or higher.
Develop and implement process improvements, automation opportunities, and workflow enhancements, and support future automation initiatives, including UiPath, structured forms, routing rules, and dashboard reporting.
Partner with Finance, Operations, Technology, and Service teams to improve CSM intake quality, reduce rework, and streamline processes.