Account Manager II

Account Manager II leads a customer-facing call center team focused on auto financing, serving auto customers who have applied for financing via Chase.com. The role oversees a team of Account Specialists to ensure customer needs and service issues are resolved accurately and in a timely fashion, delivering a best-in-class experience. Responsibilities include monitoring call quality and service levels, coaching on staffing and daily volume strategy, handling escalation calls, overseeing training and change management for system/process enhancements, driving process improvements, ensuring staffing adequacy, participating in monthly business reviews with sales/credit/support teams, identifying trends through data to coach for better results, conducting career development discussions, and cultivating a positive team culture to support recruiting and employee experience. Required qualifications include 5+ years of management experience in an inbound customer service/sales call center environment and a proven ability to motivate and lead professionals to meet quality and SLA targets, with experience managing both in-office and work-from-home environments, and familiarity with Call Center technologies. Preferred qualifications emphasize independent, detail-oriented leadership, strong interpersonal and organizational skills, and proficient MS Office usage.