Team Leader - Auto Escalations - Tampa, FL ( Evenings 12-9pm )

Job description

As a Team Leader, you will oversee a unit of approximately eight to twenty collectors, ensuring their unit objectives and standards are met. You'll compile and analyze statistical data relative to unit productivity, monitor live calls and provide feedback to staff, provide advice and answer questions concerning collections activities, review the status of the most delinquent accounts and handle the collection efforts. In addition, you will authorize adjustment of finance charges and approve unusual repayment arrangements. It will be your responsibility to advise your staff of any change in policy or procedures, to allocate resources, plan work schedule, and assign work. You'll train new staff members, conduct performance reviews and make recommendations regarding corrective actions and dismissals.

Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what's right and creating solutions that make lives better. Build your career on our strong foundation and help shape what's next for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.

Successful candidates in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns.

We have opportunities in our Collections Escalations group.

Our Escalations Collections group creates and delivers the right solutions to our customers to resolve account delinquency, directly impacting the risk of loss to the Bank.

We are looking for individuals with a passion for resolving complex customer complaints as well as aiding internal staff with questions and direction. The ideal candidate must demonstrate with the following skills:

Advanced Customer Focus

· Take ownership of each customer while empathizing and prioritizing customer needs
· Advanced relationship building skills
· Resolve conflicts and manage customer expectations
· Determine customer needs and provide appropriate solutions

Advanced Communication Skills

· Effective verbal and written communication with both external and internal customers
· Document customer accounts and system of records thoroughly and concisely
· Strong interpersonal skills
· Strong ability to escalate concerns to leadership and Sr. Management

Advanced Problem Solving Skills

· Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
· Make appropriate decisions on behalf of the customer quickly and effectively
· Effectively prioritize work to ensure efficiency and meet department (SLA) service level agreements.

Strong decision making skills

· Advanced experience researching and resolving customer issues
· Advanced Analytical Skills
· Critical thinker with the ability to make independent judgment and problem-resolution decisions.
· Accuracy and attention to detail are critical
· Required to abide by all applicable regulatory and department practices related to policy/procedures

Advanced Computer Skills

· Strong working knowledge of internal systems and applications such as: i-CAF, Quest, Mainframe, SharePoint,
· Familiarity multiple browsers, multiple tabs, window navigation and instant messenger tools
· Fluency in Windows Operating Systems and Microsoft Office tools

Chase provides a professional and fun environment for employees so they can focus on providing great service to our customers. As part of a diverse and dynamic team, Specialists will receive ongoing training and development to enrich their skills and build a career at Chase.

Desired profile

·  At least three years experience as a team leader or supervisor
·  At least two years collections experience preferred; experience with more severely delinquent accounts (120 days +) strongly preferred
·  Bachelors degree preferred
·  Proven ability to coach and develop others to meet goals
·  Thorough knowledge of all aspects of collections and/or due diligence
·  Excellent supervisory skills especially in maintaining records and statistics
·  Excellent customer service; skilled at influencing and negotiating
·  Excellent analytical ability
·  Knowledge of Microsoft Windows, Word and Excel required

Evening Shift M-F 12-9pm