Job Information
JPMorgan Chase Auto Escalations Cross Skill Manager in Tampa, Florida
Join the Call Center Leadership team that is assisting customers find solutions in one of the world's most innovative banks
As an Auto Escalations Cross Skill Manager in Consumer and Community Banking, you will resolve complex customer complaints, aid internal staff with questions and direction, and work closely with other department leaders. Successful managers in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns and have strong leadership experience.
Job responsibilities:
Oversee a unit of approximately 12-14 agents, ensuring their unit objectives and standards are met
Compile, analyze and present statistical data relative to unit productivity and complaint trends
Monitor live calls and provide feedback to staff, provide advice and answer questions concerning collections activities and complaints
Advise staff of any change in policy or procedures
Allocate resources, plan work schedule, and assign work using LMOS
Conduct performance reviews and make recommendations regarding corrective actions and dismissals
Collaborate with peers to support department one-team culture
Required qualifications, capabilities and skills:
Critical thinking ability to make independent judgment and problem-resolution decisions.
Advanced experience researching and resolving escalated customer issues
Proven strong interpersonal and advanced relationship building skills in a management role
Accuracy and attention to detail
Familiarity with multiple browsers, multiple tabs, window navigation and Microsoft Office applications.
Effective task prioritization to ensure efficiency and meet department service level agreements.
Excellent verbal and written communication with both external and internal customers, ability to escalate concerns to Sr Management
Preferred qualifications, capabilities and skills:
Minimum three years of experience as a Supervisor strongly preferred
Minimum two years Auto Collections or Cross-Skill experience preferred; or experience with End of Term, Redemptions or Auto Servicing
Strong working knowledge of internal systems and applications such as: iCAF, Quest, TCS, RCV, SharePoint, CARE, etc.
Excellent analytical ability, especially in maintaining supervisory records and statistics
Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends.
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans