You are a natural leader. You do what's right for customers and colleagues and you inspire others to do the same. 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 New Hire Lead in Fraud and Customer Protection Services, you will report to the Performance Development Manager and support multiple skills in the FCPS organization, providing new hire and/or new joiner employees business specific training. You will supplement skills and knowledge development in the classroom in collaboration with the Training Organization. Additionally, you will coordinate with multiple business partners in an efficient and effective way, including but not limited to Hiring Manager, Human Resources, Business Management, Training Management, and Team Leads.
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Job Responsibilities
- Primary training lead in collaboration with Training Organization for delivery of specialist new hire content.
- Perform as a subject matter expert in and out of classroom for new specialists.
- Assists Performance Development Manager in testing and acquiring systems access for new hires.
- Delivers upskilling, multi skilling and cross skilling training and development for initiatives.
- Provides needed support for Development Center duration for assigned class. This will be supplemented by the Performance Development Manager with additional JEPs to manage to FTE ratios set by the business.
- Provides coaching, side by sides, call listening and trouble-shooting to performance goals as assigned by the Performance Development Manager.
- May supplement work performed by the CSAT Coaches as needed.
- May provide refresher training, huddle updates as directed.
- Drives content development, updates and delivery schedule with Training Organization and Performance Development Manager
- Spends 10% of time on relevant skills in active call handling. This is to ensure maintenance of skills and supplement business needs.
- Accountable to a scorecard unique to the role
Required qualifications, capabilities, and skills
- Must be able and willing to travel between both Wiseman and Stone Oak as needed based on class support
- High level of performance in relevant FCPS call center
- Experience in at least two FCPS skills and seen as expert
- Relationship building, mentoring, and coaching skills demonstrated
- Process improvement aptitude
- Business presence in front of a group, and history of improving skills of others
- Demonstrated organization skills in planning, outlining, and delivery of content in a succinct way
- Excellent written and verbal communication skills
- Customer Centric focus as evidenced by CSATs, Complaint rates, and monitored calls
Preferred qualifications, capabilities, and skills
- 3 years FCPS specific phone experience
- History of improving specialist results through coaching, training, and remediation of behavior
- Performed as a subject matter expert in current role demonstrating leader capabilities
Work Schedule:
Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. Specific schedule information will be provided by the Recruiter. Training hours may not coincide with your regularly scheduled hours.
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.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These 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 and more. Additional details about total compensation and benefits will be provided during the hiring process.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
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.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.