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MB Collections Manager I

Job Description

As an Assistant Vice President at Chase Mortgage Banking, he/she will be responsible for planning, organizing and overseeing activities for the line of business.  He/She will directly manage a team of Supervisors and Specialists performing the abovementioned tasks and will be directly co-managing with the US Management Team. He/She is also accountable for the assigned team?s Key Performance Indicators, Customer Satisfaction ratings and SLA delivery. 

Business Description

Dialer Assist Group (DAG) Collections is a line of business that services customers with Mortgage accounts in Chase Bank through outbound phone calls assisting customers experiencing hardship by providing workout options applicable to their financial situation, ensure that customers are able to pay their mortgage dues on time to avoid late charges and obtain consent for our automated dialer system to call their cell phone numbers.

Core Competencies

? Planning and developing plans

? Data analysis

? Designing projects

? Program development

? Directing the skills of others

? Bringing people together in cooperative efforts

? Evaluating people's effectiveness

? Planning for/and effecting/initiating change

? Inspiring, motivating and leading others

Principal Duties and Responsibilities (in order of importance)

? Manage and develop a team of Supervisors, including personnel issues (hiring/terminations)

? Ensure department goals are met through reporting/trends/tracking

? Ensure regulatory compliance - manage audits, both internal and external

? Establish policies and controls in managing operations

? Make recommendations for process improvements for operational efficiency, effectiveness and customer satisfaction

? Manage budget and staffing - including forecasting and projecting volumes/losses

? Complete account reviews and provide feedback for corrective action

Knowledge and Experience

? 4-year degree course completed

? Minimum of 2-year managerial experience in a BPO or Call Center Environment

? In-depth knowledge of the type of products and services handled by your section

? Experience in production

? Experience in client services management

? Experience in project and risk management

? Strong Analytical skills

? Good communication and interpersonal skills

 

Must follow IJP process which includes...
All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool
 

Must meet minimum IJP Requirements
At least 12 months in current job and process
Latest Performance Management Central (PMC) rating of at least Meets Expectations
Not within the prescriptive period for attendance and/or  behavioral- related corrective action (written warning and above).
Not  in any Performance Improvement Plan (PIP) at the time of application and prior movement to the role

Minimum skills and qualifications should be met as stated in the job posting

Core Competencies:

  • Planning and developing plans
  • Data analysis
  • Designing projects
  • Program development
  • Directing the skills of others
  • Bringing people together in cooperative efforts
  • Evaluating people's effectiveness
  • Planning for/and effecting/initiating change
  • Inspiring, motivating and leading others

Principal Duties and Responsibilities (in order of importance):

  • Manage and develop a team of Supervisors, including personnel issues (hiring/terminations)
  • Ensure department goals are met through reporting/trends/tracking
  • Ensure regulatory compliance - manage audits, both internal and external
  • Establish policies and controls in managing operations
  • Make recommendations for process improvements for operational efficiency, effectiveness and customer satisfaction
  • Manage budget and staffing - including forecasting and projecting volumes/losses
  • Complete account reviews and provide feedback for corrective action

Knowledge and Experience:

  • 4-year degree course completed
  • Minimum of 2-year managerial experience in a BPO or Call Center Environment
  • In-depth knowledge of the type of products and services handled by your section
  • Experience in production
  • Experience in client services management
  • Experience in project and risk management
  • Strong Analytical skills
  • Good communication and interpersonal skills

 

Req #: 160024222
Location: Taguig City, 00 PH
Job Category: Collections
Employment Type: Full Time
Potential Referral Amount: 10000 Philippine Peso (PHP)

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