Account Manager II

Job Description

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.

About Us

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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.