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Division Leader-Card Collections

Req #: 170108194
Location: Elgin, IL, US
Job Category: Collections
Job Description:
Schedule is primarily Mon-Friday 8am-5pm with limited evenings and weekends
 
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 an opportunity for a Division Leader in our Card Collections group that will manage 8 Team Leaders and a total staff of up to 150 employees.
Our Collections group creates and delivers the right solutions to our customers by partnering and providing the right solutions for delinquent credit card accounts.
Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results.  They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products. We are looking for an individual 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
Qualifications
  • Requires Call Center management experience, prefer five years management experience and experience leading exempt level employees
  • Prefer Collections experience
  • Prefer experience in a large department or group within an Operations function
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Advanced proficiency with computer functions strongly preferred
  • High School Diploma or equivalent required, Bachelor’s Degree preferred
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