20 days old

JPMorgan Chase & Co.
Wilmington, DE 19801
  • Job Code
    190115014

Operations Team Manager-Card Lending Services

Job Description

As a Card Lending Services Team Manager , you will supervise the daily operations of a team of up to 20 lenders in a call center environment.

The individual selected for this position would ideally be experienced in Card Lending or have related management experience with superior verbal, written, interpersonal, analytical and problem-solving skills.  Selected individual will have Cross Site responsibilities in regards to both Loan Quality and Inventory Management. Management responsibilities include managing the efforts of a team of Portfolio Risk Review lenders and ensuring that the operations area is adequately staffed.  Coaching, training and development of team members at various levels of expertise is an essential component of the role. The ability to interface well and build strong working relationships with internal partners such as Risk Policy, Workforce Management and Quality Assurance is another important component of the role. The selected individual will assist management with various projects and recommendations for process improvements. Driving performance and creating a culture of inclusion and respect is required.

In this role, this individual will be responsible for the following activities:

  •  Providing direct and professional feedback to the Lenders relating to their loan quality, production and phone execution
  • Completing side by sides and decision reviews to assess Lenders decision quality
  • Minimizing risk to the bank while maximizing our ability to maintain profitable accountholders
  • Managing to departmental service levels, production standards, and quality standard by analyzing daily MIS
  • Handle escalated Customer calls
  • Complete and manage to weekly/monthly production targets
  • Review daily, weekly and monthly reports to ensure teams consistency
  • Ability to plan and prioritize.
  • Complete ad-hoc projects as needed

Additionally, this individual will help their Division Leader to develop and implement strategies to improve loan quality by providing feedback regarding trends and making recommendations for revisions to credit policies and proposing ideas to close gaps on missed opportunities and/or process improvements.

  • Requires either related team management experience or Card Lending experience
  • Experience in call center environment preferred
  • Prefer lending experience involving credit reports or credit bureau analysis
  • Excellent verbal and written communication skills
  • Ability to provide coaching and talent development
  • Ability to build strong partnerships
  • Process and adapt in a fast paced-environment
  • Ability to work independently with a willingness to participate as a team member in a production environment
  • Self-starter with strong initiative
  • College degree preferred


Req #: 190115014
Location: Wilmington, DE US
Job Category: Credit
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)


Keyword: card%20services

Categories

Posted: 2020-01-29 Expires: 2020-02-28

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JPMorgan Chase & Co.
Wilmington, DE 19801

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