JPMorgan Collections Manager - Recovery 

United States, Arizona, Tempe 

325951819

Primary responsibilities include direct management of FTE as well as managing multiple complex / risky segments of the Auto Finance portfolio. The position will maintain responsibility of all floor operations including training, staff hiring, coaching and performance management. In addition to managing people and processes, the role requires the ability to design and own solutions to situations including the creation, implementation and monitoring of changing operational requirements. Demonstrate a high/expert degree of ability to handle the most complex cases as well as implement operational strategies to advance the effectiveness and controls.

Job responsibilities

• Ensuring collections efforts meet expectations
• Monitoring of live and recorded collection calls
• Coaching and developing direct reports
• Conducting and administering team members monthly quality reviews and scorecards
• Administering any corrective actions necessary to direct reports
• Ensuring department procedures are being adhered to and modifications are submitted timely
• Tracking attendance & adhering to our time & attendance guidelines
• Various daily, weekly and monthly reporting
• Weekly and monthly forecast tracking and reporting
• Department and/or Team reporting, monitoring and various approvals
• Special projects as assigned
• Ability to identify potential risk and react immediately with resolution.
• Assisting the department manager on special assignments

Required qualifications, capabilities, and skills

• Minimum 3 years of experience in customer service or in the function being managed
• Verbal and written communication skills
• Influencing skills
• Change management skills
• Prioritization skills
• Data analysis skills
• High School diploma/GED required
• Demonstrates critical thinking skills to identify the best plan of resolution
• Demonstrates personal dedication and strong work ethic
• Demonstrates strong written and communication skill

Preferred qualifications, capabilities, and skills

• Previous financial industry experience
• People management experience
• 2 years of experience in a call center environment, for call center roles