Join Customer Resolution Services (CRS), a key unit within Centralized Transaction Operations, Service and Resolution, part of Consumer and Community Banking (CCB). As a Transactions Manager I, you'll enhance customer experience by resolving claims like Amount mismatch, Missing Deposit, and more, using strong analytical skills to prevent losses.

As a Transactions Manager I in Customer Resolution Services, you will oversee a team of 15-18 specialists, managing daily SLA requests and customer inquiries. Your role involves proactive volume management, complex request reviews, and ensuring adherence to policies. You'll foster a positive work environment, focusing on productivity and quality, while maintaining process knowledge and communication with internal partners.

Job responsibilities

• Oversee daily SLA requests, escalations, and customer requests.
• Manage team's incoming volumes and pending requests timely and accurately.
• Communicate with internal business partners regarding process issues.
• Conduct 1x1 sessions with staff, addressing performance issues.
• Evaluate staff performance and provide feedback.
• Analyze staffing and volume trends for optimal capacity planning.
• Demonstrate excellent communication and customer relations skills.
• Develop a focus on quantifiable productivity and quality.
• Conduct team meetings and reviews periodically.

Required qualifications, capabilities, and skills

• D egree or equivalent experience preferred
• A minimum one year of leadership/ supervisory experience preferred
• Proven team leading ability.
• Research and problem-solving knowledge.
• Organizational skills, attention to detail, and time management.
• Follow complex methods and procedures in diverse tasks.
• Adaptability to change and change management skills.
• Industry knowledge, especially debits/credits and adjustments.
• Proficiency in MS Office, including Outlook, Word, and Excel.
• Ability to keep team members engaged and motivated.
• Good coaching skills and presentation ability.

Preferred qualifications, capabilities, and skills

• Flexible to work in shifts.

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