JPMorgan Account Manager II 

United States, Texas, San Antonio 

575815571

In this role, you will monitor team performance, prepare reports for senior management, and drive change by implementing new processes and technologies. You will build and maintain strong relationships with stakeholders, acting as a liaison between the customer experience team and other departments to ensure alignment and support for customer-centric initiatives.

Job responsibilities

• Lead and manage a team of 15 Specialists, ensuring effective handling of customer complaints.
• Provide ongoing coaching and support to foster professional development.
• Identify and address customer pain points across multiple channels.
• Implement strategies to drive continuous improvements in customer satisfaction.
• Collaborate with cross-functional teams to develop innovative solutions.
• Monitor team performance and productivity, preparing regular reports.
• Embrace and drive change within the team, encouraging adaptability.
• Build and maintain strong relationships with internal and external stakeholders.

Required qualifications, capabilities, and skills

• Experience in Card Lending Services, Retail Servicing, Card Servicing, or Auto Servicing.
• Prior experience managing a team of employees responsible for achieving performance goals.
• Previous leadership and coaching experience required.
• Two years of experience in banking and customer service.
• Proven track record of quality performance.
• Experience in root cause analysis, process improvement, and process mapping.
• Ability to work both independently and collaboratively within a team.
• Strong organization and time management skills.
• Strong working knowledge of Microsoft Office, including SharePoint, InfoPath, OneNote, Outlook, Excel, Word, and PowerPoint.

Preferred qualifications, capabilities, and skills

• Associate degree or higher.
• Effective problem-solving, oral and written communication skills.
• Ability to exercise sound judgment and make effective decisions.
• Demonstrate a consistent professional presence with adaptability to evolving needs.