Collections Supervisor

About the role

Join our dynamic team and make a meaningful impact by leading your team to create great customer experiences that cultivate long-lasting relationships. As a Collections Supervisor, you will be accountable for achieving key service metrics, meeting or exceeding financial and productivity goals, ensuring business partner and employee satisfaction, managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and controls guidelines. You will ensure all work is processed within assigned service levels and meets Legal and Compliance requirements. You will demonstrate exceptional leadership skills in creating an environment where employees are engaged and deliver optimum performance.

Responsibilities

• Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team, and other lines of business.
• Make informed business decisions using your skill set, subject matter expertise, documented policies and procedures, empowerments, and relationships.
• Identify process improvement opportunities, recommend solutions, contribute to process and policy changes led by the change management leadership team, and implement changes.
• Ensure the team's adherence to operating policies and procedures, and legal and compliance regulations.
• Manage team performance, leading by example and coaching on key behaviors to motivate sustained results. This includes using performance management resources to proactively monitor, coach, and develop employees, recognizing strong performers, and managing those not meeting performance standards.
• Demonstrate the firmwide Manager Capabilities, track your progress by regularly soliciting feedback, and summarize your impact in your year-end Self-Evaluation.

Requirements

• Minimum 3 years of customer service experience.
• High School diploma or GED required.
• Verbal and written communication skills.
• Influencing skills.
• Change implementation skills.
• Prioritization skills.
• Data analysis skills.

Preferred Qualifications

• Previous financial industry experience.
• Collection experience.
• 2+ years in a call center environment.

Schedule

Work hours will vary within a full-time schedule. You must be willing to work schedules during our operating hours, which may include evenings, weekends, and holidays. This position requires attendance at scheduled training, which may not coincide with your regularly scheduled hours. Must be willing to work in-office five days per week (no hybrid or remote).

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. 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. Benefits include:

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

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.