Embark on a rewarding and challenging career as an Operations Supervisor with our dynamic team. You'll have the opportunity to make a significant impact by supporting key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.
As an Operations Supervisor within the Customer Assistance team, you will embark on a rewarding journey of managing and leading the daily operations of a Customer Assistance & Support Team in our Loss Mitigation Department. You will have the opportunity to oversee a team, ensuring that all team unit objectives and standards are consistently met. In this vital role, your flexibility and problem-solving skills will be put to good use as you help your team assist customers in resolving their questions and concerns.
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Job responsibilities:
- Drive exceptional performance by effectively communicating clear directions and purpose
- Coach and develop staff to ensure all Business Objectives are met
- Ensure all work is processed within assigned service levels and meets Legal/Compliance requirements
- Partner with Leadership team to identify and implement process/procedural enhancements
- Create and maintain open communication with employees as well as peers, Leadership team and other Lines of Businesses
- Ensure employee engagement and career development are effectively managed
- Identify any gap in processes and recommend solution(s) to drive efficiency and effectiveness
- Complete performance reviews, development plans and annual reviews for reporting staff on a timely basis
- Ensure adherence to operating procedures, legal and compliance regulations and IT Policies to minimize risk
- Resolve complex issues and exception items
- Oversee department projects and introduce new procedures to the staff
Required Qualifications, Capabilities, and Skills:
- Strong self-starter who can proactively engage a virtual, cross organizational/functional team
- Strong interpersonal skills such as influence management and analytical/problem solving
- Minimum of three years of call Center or other Customer Service Operations management experience.
- Enhanced focus on customer service
- Responsible for being a culture carrier -- ensuring employee engagement and career development are effectively managed
- Excellent verbal and written communication skills
Preferred Qualifications, Capabilities, and Skills:
- Working knowledge of the following systems: Microsoft office, MSP, Default Workflow, MBWS, Webstats, Kana.
- Enhanced skills to be able to understand and comprehend mortgage business processes and be able to navigate through procedures independently.
This role is located in Tempe AZ and does not offer any relocation assistance or immigration sponsorship.
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, paid in the form of cash and/or forfeitable equity, 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.
For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.