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Division Leader-Retail Customer Service

Req #: 180017178
Location: Houston, TX, US
Job Category: Operations
Job Description:
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 service center 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 employees assisting customers to resolve their questions and concerns. 
We have opportunities for Division Leaders in our Retail Customer Service group managing 7-9 Team Leaders over 100-130 employees in incoming call center environment.
Our Customer Service Organization provides exceptional customer service to our retail and credit card customers with a broad array of products and services.
  • Telephone Banking, Chase online and Chase mobile support for business and consumer customers with depository and loan products (checking and savings accounts, certificates of deposit), bill payment, stop payment, funds transfers, and alerts.
  • Card Services assists customers with activation, issuance, replacement and support of credit card products.
We are looking for individuals with a passion for managing a team and the following skills:
Leadership Skills:
•Develop and lead team of front line managers
•Lead by example and coach on key behaviors to drive results
•Responsible for performance management
•Select and retain talent
•Identify ways to support inclusion and diversity
Customer Focus
•Resolve complex and escalated employee and customer problems and inquires
•Operate with urgency and meet deadlines
•Focus on the customer, the organization’s business goals and systems

 Communication Skills
•Strong verbal and written communication skills
•Ability to influence internal and external business partners
•Relationship management
•Knowledge of professional discipline and applies knowledge to influence decisions

 Problem Solving Skills
•Ability to delegate tasks
•Conflict resolution skills
•Prioritize diverse workloads
•Recommends and implements enhancements to improve effectiveness and efficiency of services and systems
•Responsible for decisions that are guided by policies and that will have potential impact on company revenues and assets
 Analytical Skills
•Participates in development of goals and execution of strategy
•Specialized functional or technical knowledge that allows for independent thought and action on important department activities
•Execution of control initiatives
• Required to abide by all applicable regulatory and department practices and procedures

Computer Skills:
•Strong knowledge interpreting and analyzing data
•Expert experience using Windows Operating Systems and Microsoft Office tools
Successful candidates must be able to:
Successful candidates in this vital position are flexible and problem-solvers who enjoy helping employees assisting customers to resolve their questions and concerns. 
  • Requires management experience, prefer 5 years of management experience managing large teams
  • Experience in a large department or group strongly preferred
  • Call Center experience preferred.
  • Requires experience with either financial services products or customer service industry experience
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Excellent verbal and written communications skills.
  • Ability to collaborate with and influence various stakeholders.
  • Ability to coach and provide meaningful feedback to employees.
  • Demonstrated ability to foster an open working environment.
  • Analytical and problem solving skills.
  • Ability to identify trends and improve processes for both the customer and the business.
  • Ability to work with audit, compliance and regulatory constituencies to manage work in accordance with established procedures and relevant regulations and laws.
  • Demonstrated accountability for work processes and the associated risks and controls.
  • Demonstrated ability to raise issues to relevant stakeholders or management with respect to the control environment
  • Advanced proficiency with computer functions strongly preferred
  • High School Diploma or equivalent required, Bachelor’s Degree preferred.
  • Will require some weekend and evening hours on occasion
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