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Home Lending - Escalations Manager I -Phoenix AZ

Req #: 180000541
Location: Phoenix, AZ, US
Job Category: Operations
Potential Referral Amount: 0 US Dollar (USD)
Escalation Management Services (EMS) plays a key role in resolving escalated customer issues, analyzing customer pain points, and improving the customer experience.  Our team members are energetic, passionate about what we do, and they treat our customers like family. 

We’re growing! 
We are seeking independent, self-motivated individuals to join our leadership team.   
Working in EMS means demonstrating our “Five Keys to a Great Customer Experience” in every interaction to make lasting impressions on our colleagues, our customers, and the communities we serve!   It means ensuring all customer escalations and complaints are managed to excellent professional standards, within policy and procedure.  It means being a single point of contact for our customers, demonstrating fortitude to own their issues from start to finish, re-establishing trust in Chase, and building life-long relationships.  It means working in a fast paced environment, embracing change, and making continual adjustments to meet customer and business needs. 
In this role you will manage, coordinate, and direct the daily operations of a team of 5-8 exempt employees, with 30-40 indirect non-exempt employees.  To meet the demands of this position you will focus on understanding the firm's service policies, systems, and legal compliance regulations as well as our products and services.

Primary Job Duties:
  • Drives a high performance culture through employee engagement and proactive performance management
  • Quality Management - Establish quality assurance standards and implement systems/processes to ensure those standards are met
  • Business Execution - Set workflow priorities.  Monitor business needs and make adjustments to schedules, work load, processes, and procedures as needed.  Ensure team assignments are completed within SLA. Champion project initiatives, including creating internal reference documents, executing on-the-job training and updating policies and procedures
  • Recommend and implements enhancements to improve effectiveness and efficiency of services and systems across the organization
  • Performance Management – Coach, train, counsel, and recognize employees to motivate and drive continuous performance improvement
  • Recommend Human Resource actions - Hiring, terminations, salary actions and promotions
  • Maintain employee files and records, including records of attendance, performance management, training certifications, etc
  • Request and monitor system access. 
  • Contribute to departmental reporting
  • Facilitate team meetings and 1:1s with staff
  • Manage high level escalations – may involve interaction with business leaders and senior executives
  • Execution of control initiatives
  • Qualifications:
    • Minimum three years related leadership/management experience or specialized education required
    • Minimum of 3-5 years banking and customer service experience preferred
    • Proven Quality Performance working with minimal supervision
    • Completion of a Chase Leadership training program preferred
    Skills Needed:
    • Customer Service Excellence
    • Team Focus
    • Relationship Management
    • Project Management
    • Fresh, Innovative Thinking
    • Conflict Resolution
    • Excellent and effective professional communication skills, verbally and in writing
    • Strong problem solving and decision making skills with attention to detail.
    • Strong organization and time management skills
    • Advanced proficiency level in Microsoft Office
    • Ability to evaluate and analyze data
    • Ability to quickly and effectively recognize root cause and trends in customer and employee dissatisfaction
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