Account Manager II

JPMorgan Chase • Tempe, AZ • 1h ago

Description

Chase Auto is a leading provider of auto financing with a portfolio of more than $80 billion in assets and relationships with 75% of U.S. franchised automotive dealers. The business is part of the JPMorgan Chase franchise and serves auto dealers, consumers, and vehicle manufacturers. It offers a range of products and services to meet the financial needs of its clients from retail lending, captive financing, and floorplan products to cash management, private banking, and payment processing.

The Account Manager II in auto finance is responsible for leading 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 group receives inquiries from customers in need of information related to auto products, service assistance, and problem resolution. This position will manage a team of Account Specialists working with applicants to ensure their needs and service issues are resolved accurately and in a timely fashion while providing a best in class experience for customers seeking auto financing.

Job Responsibilities

Lead a team of call center specialists and maintain an effective working partnership with existing teams.

Responsible for monthly call monitoring Quality reviews and results and ensure consistent implementation of daily strategies to meet Service Level targets.

Monitor regular productivity, coaching to performance, providing guidance on staffing and daily volume strategy, and reinforcing adherence to policy & procedures.

Take escalation calls and log complaints when required

Oversee training and change management to ensure the team is prepared for system & process enhancements, and industry changes.

Lead/participate in various process improvements and re-engineering initiatives in line with efficiency and customer obsession efforts.

Ensure assigned area(s) are adequately staffed and all personnel are trained and developed

Participate/lead monthly business reviews w/ sales, credit and other supporting departments in order to achieve/sustain performance target.

Identify trends through data and behaviors observed and use it effectively in coaching to results.

Conduct career development discussion with employees.

Create a positive team culture that drives a positive employee experience and support recruiting and hiring needs

Required qualifications, capabilities, and skills

5+ years of management experience in an inbound customer service / sales call center environment.

Proven ability to motivate, mentor, and lead talented professionals to deliver outstanding results and meeting Quality and Service Level targets.

Experience in prioritizing the customer experience, with a record of 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 while working in the office, as well as in a work-from-home environment

Experience with Call Center technologies

Flexibility to work Evening/Weekend schedule

Preferred qualifications, capabilities, and skills

Able to work independently in a dynamic environment of change, challenge and multiple deadlines and priorities, high attention to detail

Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)

Strong leadership abilities.

Strong organizational & proven time management skills, with ability to manage multiple priorities with tight deadlines

Outstanding communications skills, both written and oral.

Strong analytical and problem solving skills.

Proficient in MS Office products.

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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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

Similar Jobs

Customer Service Representative

Penske Automotive • Tempe, AZ • 1h ago

Management & Administrative

Penske Rapid Repair, a part of Penske Automotive Group, is looking for an experienced Customer Representative to join our team and help deliver extraordinary customer experiences. JOIN OUR TEAM At Penske Automotive Group...

1h ago

Go to Apply

Customer Service Representative

Crash Champions • Queen Creek, AZ • 1h ago

Management & Administrative

Champions Do More As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The comp...

1h ago

Go to Apply

Account Manager

BrightView • Apache Junction, AZ • 1h ago

Management & Administrative

Description The Best Teams are Created and Maintained Here. Job Summary The Account Manager serves as the primary point of contact for a portfolio of landscape maintenance clients, building long-term relationships that p...

1h ago

Go to Apply

Customer Service Representative

U-Haul • Apache Junction, AZ • 1h ago

Management & Administrative

Location: 3395 S Idaho Rd, Apache Junction, Arizona 85119 United States of America Are you a people person? Do you love helping others? U-Haul is in search of friendly, motivated people for the position of Customer Servi...

1h ago

Go to Apply

Customer Service Associate I

Dollar Tree • Phoenix, AZ • 1h ago

Management & Administrative

We're seeking a Customer Service Associate to join our team and deliver a great shopping experience for every customer. Duties include, but are not limited to, the following: Assist customers with questions and recommend...

1h ago

Go to Apply

Customer Service Representative

Crash Champions • Peoria, AZ • 1h ago

Management & Administrative

1h ago

Go to Apply

Guest Service Agent

Drury Hotels • Chandler, AZ • 1h ago

Management & Administrative

Property Location:S. Price Road - Chandler, Arizona 85286You belong at Drury Hotels.Getting a job is just the beginning. Finding a place where you belong is what truly matters. Who you are and what you do makes a differe...

1h ago

Go to Apply

Overnight Security Officer (11pm - 7:30 am) - Andaz

Hyatt • Scottsdale, AZ • 2h ago

Management & Administrative

Description: Overnight Security Officer (with some basic general maintenance duties) - Shifts are 11pm - 7:30 am. The Security Officer is responsible for the oversight of the safety and security of the hotel guests and e...

2h ago

Go to Apply

Executive/Administative Assistant

American Express • Phoenix, AZ • 7h ago

Management & Administrative

Description At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From del...

7h ago

Go to Apply

Area Sales Manager, West Region

ThermoFisher Scientific • Phoenix, AZ • 10h ago

Management & Administrative

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Sales Manager - Protein Diagnostics (West Region) As part of the Thermo Fisher Scientific team, you'll do meaningful work that makes a posi...

10h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.