JPMorgan Loan Servicing Associate 

United States, North Carolina 

811827041

Job Summary:

As an Account Manager I in the Call Center Leadership team, you will directly manage a group of Specialists and/or Analysts who are responsible for engaging with our customers to offer solutions and process related work. You will be accountable for achieving key service metrics, meeting financial goals, ensuring satisfaction, and managing improvement initiatives while adhering to risk and control guidelines. You will ensure all work meets Legal/Compliance requirements and demonstrate exceptional leadership skills to engage employees for optimum performance.

Job Responsibilities:

• Execute on business initiatives by maintaining open communication with employees, peers, and leadership.
• Make informed business decisions using independent judgment and subject matter expertise.
• Identify and own end-to-end process improvement opportunities.
• Ensure team’s adherence to operating policies and legal regulations.
• Manage team performance, leading by example and coaching for sustained results.
• Demonstrate firmwide Manager Capabilities and track progress through feedback and self-evaluation.

Required Qualifications, Capabilities, and Skills:

• Minimum 3 years of experience in customer service or related function.
• Verbal and written communication skills.
• Influencing skills.
• Change management skills.
• Prioritization skills.
• Data analysis skills.
• High School diploma/GED required.

Preferred Qualifications, Capabilities, and Skills:

• Previous financial industry experience.
• People management experience.
• 2 years of experience in a call center environment.