Card Collections Supervisor Bilingual English Spanish
Overview
Leadership role supporting collections specialists in Orlando Florida JPMorganChase. Coach and develop a team of 20–22 specialists to deliver respectful solutions-focused conversations. Coaching, motivation, and performance management in fast-paced environment. Develop processes and enhance customer experience.
What You'll Do11
- 1Lead, coach, and develop a team of front-line collections specialists to meet quality and performance expectations
- 2Model effective customer conversations and reinforce key behaviors through regular coaching and feedback
- 3Manage performance including goal-setting reviews and corrective actions
- 4Support hiring onboarding and retention of top talent
- 5Foster inclusive team environment where all employees feel supported and respected
- 6Resolve complex employee and customer issues with professionalism and urgency
- 7Prioritize daily work manage competing deadlines and ensure consistent execution
- 8Partner with internal stakeholders to remove obstacles and improve outcomes
- 9Analyze performance and quality data to identify trends root causes and improvement opportunities
- 10Recommend and implement process enhancements to improve efficiency and service
- 11Execute and support control initiatives and comply with applicable practices
Requirements11
- 1Two years of people management experience
- 2Fluent in English and Spanish
- 3Experience in financial services or related customer-facing environment
- 4Strong coaching feedback and performance management skills
- 5Ability to handle escalations and resolve complex issues
- 6Proficient written and verbal communication skills
- 7High school diploma or equivalent
- 8Preferred: Call center leadership experience
- 9Advanced computer proficiency reporting tools productivity tools data analysis
- 10Bachelor's degree
- 11Willingness to work phone-based customer interaction environment
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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