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Team Manager- Internal Recovery Unit/Asset Location Job Details

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Team Manager- Internal Recovery Unit/Asset Location (Ref: 100068227)
Sector, Sub Sector: Other
Compliance Type: Regulatory/Compliance
Expertise: -
Company: JP Morgan Chase
Location: San Antonio , Texas Americas, United States
Employment Type: Permanent
Job Description:

JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.

 


As an Internal Recovery Unit/Asset location Team Manager, you will be responsible for managing strategies, performance, and the daily activities of a combined team of collectors and asset skip tracers.  Responsibilities may include collaborating to create and manage effective work flow strategies, coaching, handling daily, weekly, and monthly production reports,  and monitoring work processes to ensure tasks requiring daily/periodic completion meet quality standards and service level agreements.  Candidate should be able to demonstrate concepts of teamwork and initiative. 

 


  1. Manage portfolio seasonality, staffing shortages, prior performance impacts and implementation of new products/treatments/strategies.

  2. Manage the CLS collection strategies through use of manual lists, Auto-dialers, Virtual Agent, Auto-messaging, Optimizer and Primetime Scheduling.

  3. Directly responsible for coaching, development and career advancement of team by ensuring the execution of coaching and development of collectors/skip tracers in the areas of portfolio management, customer management and skill development to the span of 20 FTE.

  4. Monitor and control staff and portfolio performance data in real time and on historical and cumulative basis, and make appropriate decisions to ensure staff and portfolio success through maximization of resources.

  5. Interface with numerous internal and external contacts and customers. Develop and sustain relationships with peers to ensure best practice methods.

  6. Manage staff and inventory volumes to achieve specific performance and production goals

  7. Implement and monitor key controls and manage appropriate operations risks.

  8. Build and maintain relationships with peers in Collections and at Chase law offices to ensure consistency and teamwork.

  9. Ensure that the operation is in compliance with established policies and procedures.

  10. Must have experience leading teams of collector or asset locators and skip tracers with proven record of success in role



  • Strong statistical and analytical skills, including forecasting, capacity planning and financial analysis

  • Proven ability to manage multiple and complex tasks in a high-demand working environment.

  • Strong leadership, communication and influencing skills with proven ability to positively negotiate and influence outcomes

  • Demonstrated ability to consistently meet and exceed targets under demanding conditions



 

  • Minimum 3-5 years call center management experience and/or supervisory experience required

  • 3 years collections/asset location/skip trace experience (late stage, a plus)

  • Thorough understanding of call center technology and MIS including Auto-dialers and ACD's as well as understanding what benefits are derived from the daily and periodic reports.

  • Knowledge of FDCPA, FFIEC, OCC Regulations and State Laws, Chase and Collections policies and procedures.

  • Bachelor's degree or equivalent experience

  • Proven ability to manage multiple and complex tasks in a high-demand working environment

  • Demonstrated ability to consistently meet and exceed targets under demanding conditions

  • Proven team player with ability to positively negotiate and influence outcomes

  • Strong leadership skills and communication skills

  • Proven interpersonal skills, staff and peer development skills, and team building skills

  • Strong statistical and analytical skills, including forecasting, capacity planning and financial analysis

  • Excellent organizational and time management skills

  • Working knowledge of policy and procedural compliance issues


 
Job Ref No: 100068227