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JPMorgan Chase Home Lending Customer Service Site Leader in Columbus, Ohio

Position Summary:

Reporting to the Home Lending Core Servicing Customer Service Operations Director, this position is responsible for leading the Columbus Customer Service Site, which includes managing the Call Center (customer contact) and Concept Center teams, with 3 Division Leaders, and approximately 16 Supervisors and 200 Customer Service Specialists. Operating budget of approximately $20mm, as one of 4 Home Lending Customer Service Sites in support of a servicing portfolio of 4 million loans. Responsible for the development and delivery of strategies to meet objectives for site performance, including customer satisfaction, quality and operational targets, leading site initiatives to meet hiring, training, retention and staff development strategies, meeting budget targets, while building and maintaining an organizational culture of managerial accountability and employee engagement aligned to the Chase Business Principles.

Business Description:

Home Lending Core Servicing Customer Service includes the resolution of interactions from current/non-delinquent mortgage and home equity customers: Call Center and Email (across 4 global sites), as well as Customer Experience functions that support key initiatives, employee readiness and customer satisfaction. The operational footprint includes Columbus, OH., Tempe, AZ., Lewisville, TX., and Manila, Philippines.

Core Competencies:

  1. Customer Service Excellence: Inspires customer confidence through business knowledge and reliability; initiates and follows through with urgency to deliver solutions; anticipates customer needs with active listening and critical thinking; communicates directly yet with the appropriate level of empathy.

  2. Executes Flawlessly : Leverages business knowledge, functional expertise, and personal commitment to excellence to deliver results that meet all standards of quality, compliance, timeliness and customer experience.

  3. Coach, Develop, and Manage Others: defined by behaviors such as coaching others to help them improve their performance (i.e., coaching people who report to you on how to improve their skills); building the capability of one's team and staff (i.e., ensuring direct reports have proper training and skills); and identifying and obtaining resources to support work related activities (i.e., assigning the right people to the right tasks; assigning the proper workload to team members).

  4. Maintains Control Environment: Establishes and maintains a proper control environment whereby policies, procedures and processes are understood by all associates and are consistently followed. Ensures that appropriate documentation is accurate and in place to enable a clear and auditable trail for all factual information. Holds subordinates accountable for compliance within a controlled environment.

  5. Implements Policies and Procedures: Thoroughly understands changes to policies and procedures. Is able to consistently and correctly relay important information about changes to policies and procedures and takes immediate action to relay this information to subordinates. Holds team members accountable for understanding and correctly implementing changes.

Principal Duties and Responsibilities:

Manage highly regulated, high volume customer service site, with operations staff of approximately 200 employees located in Columbus, OH.

  • Provide leadership and performance management to direct reports with emphasis on staff and skill development, while reinforcing organizational culture of managerial accountability and employee engagement.

  • Manage site performance metrics for world class performance and customer experience, and partners with other operations leaders and internal partners to benchmark similar operational functions internally and externally.

  • Lead transformation initiatives to improve the customer and employee experience.

  • Develop and implement operational procedures to ensure maximum effectiveness and efficiency within the site.

  • Ensure compliance with all federal, state and local laws related to home lending servicing. Insure that the procedures incorporate input from other areas within LOB as necessary and meet control requirements as defined by internal auditing groups.

  • Maintain an \"audit ready\" environment by strengthening key controls and ensuring all necessary reporting has been developed.

  • Directly responsible for operating expense plan of approximately $20MM. Manage budget and make recommendations for capital expenses and production/service improvements.

  • Maintain strong relationships with other LOB key partners, support partners, and vendors.

  • Responsible for adhering to all customer SLAs, both external and internal.

  • Regular interface with key control partners and ownership of audit/compliance review results for all functions.

  • Responsible for capacity planning, productivity targets, headcount management and all other related budget obligations.

  • Escalations oversight for customer complaints and working with partners to resolve all customer issues.

  • Partner effectively with other Customer Service site managers and leaders across the organization to develop and implement customer-oriented and controlled solutions to complex problems facing the operation.

Knowledge and Experience:

  • Minimum of seven to ten years of Call Center or other Customer Service Operational management experience. Knowledge of Home Lending Customer Service Operations preferred.

  • Experience building strong relationships with internal and external clients, as well as vendors to help facilitate successful achievement of goals

  • Ability to create and achieve a desired future state vision through influence on group and individual goals.

  • Proven ability to innovate, lead and execute at all levels of management

  • Ability to manage through large scale change and/or portfolio acquisition

  • Excellent written and oral communication skills

  • Able to recruit, retain and develop best in class industry leaders, aligned with Home Lending's employee engagement culture

  • Must be willing to work in an environment that requires phone-based customer interactions

  • Strong leadership skills with demonstrated success in managing complex operational functions for world class performance

  • Excellent team development skills and change management skills

  • Proven ability to deliver business results and demonstrate continuous improvement

  • Experienced at implementing positive change in a Call Center environment

  • Strong knowledge of the Home Lending Servicing business, including Mortgage and Home Equity. Bankruptcy, Foreclosure, Loss Mitigation, Legal, Credit Risk Management, Default Resolution and experience in Default Servicing a plus.

  • Strong ability to communicate to all levels of organization

  • Excellent partnership skills

  • Bachelor's degree or equivalent work experience: Finance, Business Management or Operations Management degree preferred. Advanced degree a plus.

  • Minimal travel expected

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.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans

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