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Schedule: 3rd Shift=Mon-Fri 10pm-7am, includes 15% shift Differential
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 Customer Service group, managing 5-7 Team Leaders and 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:
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
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
Strong verbal and written communication skills
Ability to influence internal and external business partners
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
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
Strong knowledge interpreting and analyzing data
Expert experience using Windows Operating Systems and Microsoft Office tools
Work schedules vary and could include a schedule that includes working in the evening and on the weekend
Requires management experience, prefer minimum of five years management experience
Experience in a large department or group within a call center or an Operations function strongly preferred
Must be willing to work in an environment that requires phone-based customer interaction, call center experience preferred
Advanced proficiency with computer functions strongly preferred
High School Diploma or equivalent required, Bachelor’s Degree preferred
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