Team Manager – Bilingual Spanish 2nd Shift / Customer Service Call Center / Orlando, FL
Status:Full Time, Employee
Job Ref Code:120008568
Job Location:Lake Mary, Fl 32746
About JPMorgan Chase:
JPMorgan Chase Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.3 trillion and operations in more than 60 countries. The Firm is a leader in investment banking, financial services for consumers, small-business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. The headquarters for JPMorgan Chase is located in New York. J.P. Morgan Chase Co. has six lines of business:
- Asset Management
- Card Services
- Commercial Banking
- Investment Bank
- Consumer and Business Services
- Treasury Securities Services
JPMorgan Chase holds leading positions in most major categories it competes in across its peer group. JPMorgan Chase reported full-year 2010 earnings of $17.4 billion on revenue of $104.8 billion.
The firm continues to successfully navigate through the intense credit and capital markets turbulence, protecting the company and capitalizing on any opportunities that present themselves. The firm has a history of showing leadership during times of financial crisis and will continue to build on that legacy.
Culture:
JPMorgan Chase is committed to building vibrant communities, preserving the environment and promoting an inclusive culture that benefits its shareholders, customers, employees, neighbors and future generations. The firm does this in multiple ways, ranging from charitable giving and diversity initiatives to the promotion of economic opportunity and development. The organization strives to be fair and ethical in business practices and has a strong set of principles that guides our actions and informs decisions. The firm is helping to protect the environment and works at deep community involvement. A select few awards include:
- Most Admired Companies by FORTUNE magazine
- Most Respected Companies by Barron's magazine
- Top 50 Companies for Diversity, Diversity Inc magazine
- Top Companies for Executive Women by National Association for Female Executives (NAFE)
- 100% rating on the Corporate Equality Index, measuring treatment of gay, lesbian, bisexual and transgender employees and customers
About Chase Card Services:
Chase Card Services is a key contributor to the JPMorgan Chase product platform, playing an integral role in the firm's powerful banking franchise. Today's card industry is complex, and Chase Card Services has almost 91 million open credit-card accounts and more than $137 billion in managed loans. Customers used Chase cards to meet more than $313 billion worth of their spending needs in 2010.
Chase continues to innovate launching new products and services, such as Blueprint, Chase Sapphire and Ink from Chase, and earning a market leadership position in building loyalty and reward programs. Chase also offers credit card programs with many of the world's best brands. Through its merchant acquiring business, Chase Paymentech Solutions, Chase is one of the leading processors of credit card payments.
Chase Card Services is currently looking to hire experienced and dynamic Team Managers for both the Customer Service and Collection areas.
As a Team Manager, you will:
- Coordinate and direct the daily operations of a team of 16-20 non-exempt employees as well as contribute to the success of your function through your leadership role within your peer group.
- Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
- Process exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
- Interact directly with partners and groups within the Enterprise and will be accountable for deliverables to them on a daily / monthly basis.
- Track and develop talent within your team to prepare and produce future leaders.
- Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions.
- Partner with leadership on special projects with your function and the site.
- Understand the vision and direction of Chase Card Services and then effectively communicate/model this vision in every interaction with all Chase Card Services customers and employees.
Schedule: 12:00pm - 11:00pm, Monday/Thursday/Friday/Saturday
· A minimum of 2 years of experience in a call center or fast paced back office operations environment.
· Proven leadership skills in creating an environment where employees are excited, engaged, and capable of delivering exceptional performance.
· Extensive customer service knowledge and background with the ability to create and deliver exceptional customer experiences.
· Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes procedures.
· Strong analytical and quantitative capabilities to assess and drive process improvement.
· Demonstrated ability to investigate and solve complex problems.
· Proven ability to achieve service and sales results.
· Strong PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint) and specific knowledge of systems and applications used to support a call center environment.
· Experience in the credit card or financial services' industry is a plus.
. Fully fluent in Spanish required.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.