Here at Chase, we focus on our customers first and foremost. Our employees are initiators, collaborators, and results-oriented individuals. They have a knack for looking at the details, and finding solutions to everyday challenges. As a Chase employee, you'll be part of a company that makes a real difference every day for our customers, our communities, and ourselves. We focus on customers' best interests and strive to exceed expectations by listening to and anticipating their needs. Our employees are empowered to put our customers at the center of all we do, focus on doing what's right, and create solutions that make their lives better.

The Chase Auto Consumer Lending business offers auto financing directly to consumers via Chase.com. It is a dynamic business that is growing quickly, offering opportunities for ambitious, self-driven individuals to have an outsized impact as part of an exciting transformation.

As an Account Manager II, you will lead a call center team that prioritizes customer satisfaction and customer experience.

The Account Manager II 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 based in Tempe, AZ and maintain an effective working partnership with an existing team in Houston, TX.
• Responsible for monthly call monitoring Quality reviews and results
• 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
• 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
• Proven record of 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

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.

Equal Opportunity Employer/Disability/Veterans