Join our dynamic Customer Experience Team as an Account Manager II, where you will thrive in a fast-paced environment dedicated to embracing change and driving continuous improvements in customer satisfaction. This role offers career growth and the opportunity to make a significant impact by delivering world-class experiences for every customer, through every channel, every time.

As an Account Manager II within our Customer Experience Team, you will identify and address customer pain points across multiple channels, ensuring every interaction is an opportunity to make a positive impact. You will lead a team of specialists, fostering professional development and exceptional service delivery. Your role is pivotal in collaborating with cross-functional teams to develop innovative solutions that enhance the overall customer experience.

In this role, you will monitor team performance, prepare reports for senior management, and drive change by implementing new processes and technologies. You will build and maintain strong relationships with stakeholders, acting as a liaison between the customer experience team and other departments to ensure alignment and support for customer-centric initiatives.

Job responsibilities

• Lead and manage a team of 15 Specialists, ensuring effective handling of customer complaints.
• Provide ongoing coaching and support to foster professional development.
• Identify and address customer pain points across multiple channels.
• Implement strategies to drive continuous improvements in customer satisfaction.
• Collaborate with cross-functional teams to develop innovative solutions.
• Monitor team performance and productivity, preparing regular reports.
• Embrace and drive change within the team, encouraging adaptability.
• Build and maintain strong relationships with internal and external stakeholders.

Required qualifications, capabilities, and skills

• Experience in Card Lending Services, Retail Servicing, Card Servicing, or Auto Servicing.
• Prior experience managing a team of employees responsible for achieving performance goals.
• Previous leadership and coaching experience required.
• Two years of experience in banking and customer service.
• Proven track record of quality performance.
• Experience in root cause analysis, process improvement, and process mapping.
• Ability to work both independently and collaboratively within a team.
• Strong organization and time management skills.
• Strong working knowledge of Microsoft Office, including SharePoint, InfoPath, OneNote, Outlook, Excel, Word, and PowerPoint.

Preferred qualifications, capabilities, and skills

• Associate degree or higher.
• Effective problem-solving, oral and written communication skills.
• Ability to exercise sound judgment and make effective decisions.
• Demonstrate a consistent professional presence with adaptability to evolving needs.

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