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.
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.
? 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
Principal Duties and Responsibilities (in order of importance):
Knowledge and Experience:
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
If you are a US or Canadian applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us by calling (US and Canada Only) 1-866-777-4690. Please indicate the specifics of the assistance needed.