Collections Quality Associate I

Job Description
Job Summary
As a Quality Associate I - Team Leader within Quality Performance Management (QPM), you will be responsible for leading a team of Quality Specialists (QS). As the first line of defense, you will identify and raise process gaps, trends and opportunities and recommend process improvements. You will lead your team in executing quality evaluations to test the effectiveness of regulatory compliance and policy procedures. Working closely with Business Partners and all levels of leadership, you will ensure departmental quality standards are met, providing you with an opportunity to make a significant impact on our operations.
Job responsibilities

• Manages the quality assurance processes for CCB Collections and/or line of business, including the implementation of operational policies, processes, and services
• Monitors the control environment for customer interactions
• Manages and directs team activities and monitors progress
• Presents results, trends, findings to Quality/Operations management as needed
• Recommends and implements enhancements to improve effectiveness and efficiency or services and systems
• Perform quality evaluations executing against an established set of criteria
• Review and verify that all the correct and required documentation is present when required
• Work with limited supervision and meet performance related standards and goals for quality and productivity
• Successfully complete all required training on time
• Assist in the identification and escalation of process related issues and improvement opportunities
• Effectively communicate with Team Manager and Business partners as needed

Required qualifications, capabilities, and skills

• 2+ years of recent Collections experience required
• Thorough knowledge and experience with CCB Collections Policies and Procedures (Auto, Card, Overdraft Collections) experience required
• Ability to handle multiple tasks, while being extremely detail oriented
• Familiarity with the firm's internal systems and processes
• Must be able to interact and communicate effectively with all levels.
• Excellent attention to detail and concern for all aspects of the job
• Passionate and knowledgeable about business systems, processes, and keeping up with trends

Preferred qualifications, capabilities, and skills

• Previous Quality experience and knowledge of Quality principles
• Recent management or leadership experience

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.
When it comes to buying a vehicle or refinancing an existing car loan, many customers turn to Chase to help. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options and ease loan management.