Card Collections Supervisor- Bilingual English & Spanish Required

About the Role

Step into a leadership role where you help customers get back on track while developing a high-performing team. You'll coach, motivate, and support a team of approximately 20–22 collections specialists as they deliver clear, respectful, and solutions-focused conversations. As a Bilingual Collections Supervisor in our Credit Card Collections team, you will lead and develop a front-line team supporting customers with past-due credit card accounts.

Responsibilities

• Lead, coach, and develop a team of front-line collections specialists to meet quality and performance expectations
• Model effective customer conversations and reinforce key behaviors through regular coaching and feedback
• Manage performance, including goal-setting, reviews, and corrective action when needed
• Support hiring, onboarding, engagement, and retention of top talent
• Foster an inclusive team environment where all employees feel supported and respected
• Resolve complex and escalated employee and customer issues with professionalism and urgency
• Prioritize daily work, manage competing deadlines, and ensure consistent execution
• Partner with internal stakeholders to remove obstacles and improve end-to-end outcomes
• Analyze performance and quality data to identify trends, root causes, and improvement opportunities
• Recommend and implement process or workflow enhancements to improve efficiency and service
• Execute and support control initiatives and comply with all applicable practices and procedures

Requirements

• Two years of people management experience
• Fluency in English and Spanish
• Experience in financial services or a related customer-facing environment
• Strong coaching, feedback, and performance management skills
• Demonstrated ability to handle escalations and resolve complex issues
• Strong written and verbal communication skills, including the ability to influence and build relationships
• Strong problem-solving and conflict resolution skills, with sound judgment guided by policy
• Ability to interpret and analyze performance data to drive decisions
• Proficiency with Windows operating systems and Microsoft Office tools
• Willingness to work in a phone-based customer interaction environment
• High school diploma or equivalent

Preferred Qualifications

• Call center leadership experience
• Collections experience
• Experience leading within a large operations organization
• Advanced computer proficiency (reporting tools, productivity tools, and data analysis)
• Bachelor's degree

Schedule

Work schedules vary and may include evenings and weekends. This role requires consistent, phone-based customer interaction and real-time coaching support for your team.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching

Pay

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow, delivering solutions to solve all their financial needs.

About The Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans, and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.