Card Complaint Program Manager

4 weeks ago

Wilmington, United States JPMorgan Chase & Co Full time

**JOB DESCRIPTION**

A high degree of partnership and collaboration is required for this role within and outside of Card. You must be able to influence change throughout CCB as a result of the themes identified; which includes creating and gaining prioritization for IT solutions to improve the customer experience.

**Responsibilities**:

- Serve as a thought-leader who drives a strategic, complex, and highly visible program across LOBs and functions
- Self-starter that is able to create a new process from a strategic vision that requires engagement across several business areas and lines of business within CCB
- Lead the prioritization of IT work driven from complaint trends with the demonstrated ability to influence across various business areas
- Create and maintain an oversight and governance process that drives consistency in complaint reporting across Card and CCB
- Cross-Card collaboration to aggregate all complaint trends and corresponding actions
- Cross functional liaison outside of Card to drive AI/ML efforts, partnership with complaint operations, engaging Connected Commerce for complaint summaries
- Identify and prioritize initiatives across various business areas that will reduce the complaint volume to connect for leadership; link incidents and issues identified by complaints
- Manage all complaint reporting including regulatory reporting, control committee, monthly updates
- Work closely with Operations to remain plugged into the complaint process and elevated themes and drive improvement in complaint handling
- Ensure there is communication, alignment, and coordination across all stakeholders; communicate effectively with peers, cross-functional team members, and senior stakeholders
- Communicate to all levels of the organization through compelling, impactful storytelling
- Create an environment where all voices can be heard and ideas are openly welcomed and debated; establish trust with peers, partners, and executive sponsors

**Required qualifications, capabilities, and skills**:

- Minimum of 5 years of related experience (marketing or program management helpful preferred)
- Understanding of all credit card processes and execution, including marketing
- Demonstrated initiative and creativity to ensure successful and timely execution - strategic thinker with proven analytical abilities
- Self-starter that has a proven ability to independently problem solve and gain agreement from all stakeholders for the best path forward
- Proficient in Microsoft products and extensive knowledge of Excel and PowerPoint a necessity, SharePoint experience preferred
- Familiarity with agile practices and collaboration tools (e.g. Confluence, Microsoft Teams)

**ABOUT US**
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. For those in eligible roles, discretionary incentive compensation which may be 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

**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 digi

  • Cards Execution Manager- Fraud

    1 month ago

    Wilmington, United States OneMain Financial Full time

    The Cards Execution Manager is accountable of Third-Party vendor management, primarily monitoring and evaluating key risk disciplines such as performance, controls, and customer experience. Reporting to the VP/Director Cards Services the Cards Execution Manager partner with key internal and external (vendor) stakeholders to design - and define - OneMain’s...

  • Luxury Card Associate

    3 hours ago

    Wilmington, United States Barclays Full time

    **Luxury Card Associate** **Wilmington, DE** As a Barclays Luxury Card Associate, you will be responsible for the management and support of the Luxury Card program. This program represents a significant contribution to the growth and results for the co-brand segment. You will have prior experience managing/ supporting either the technology, marketing, or...

  • Fraud Execution Manager- Credit Cards

    2 weeks ago

    Wilmington, United States OneMain Financial Full time

    OneMain Financial Fraud Execution Manager- Credit Cards Wilmington , Delaware Apply Now The Cards Execution Manager is accountable of Third-Party vendor management, primarily monitoring and evaluating key risk disciplines such as performance, controls, and customer experience. Reporting to the VP/Director Cards Services the Cards Execution Manager partner...

  • Fraud Execution Manager- Credit Cards

    3 weeks ago

    Wilmington, United States OneMain Financial Full time

    The Cards Execution Manager is accountable of Third-Party vendor management, primarily monitoring and evaluating key risk disciplines such as performance, controls, and customer experience. Reporting to the VP/Director Cards Services the Cards Execution Manager partner with key internal and external (vendor) stakeholders to design - and define - OneMain's...

  • Corporate Credit Card Analyst

    1 week ago

    Wilmington, United States UniFirst Full time

    **Responsibilities**: Complete required audits in support of Sarbanes Oxley controls Monitor and audit expenses flowing through the Concur processor queue (out of pocket, flagged as fraud, and personal expenses) Monitor the use/abuse of the cards, escalate and initiate corrective action. Ensure consistent compliance with controls and company policy Audit &...

  • Project Manager I

    2 weeks ago

    Wilmington, United States TD Bank Group Full time

    We are working to deliver a legendary mobile experience. If your experience is less than optimal, please visit us on a desktop or laptop. **Project Manager I Retail Card Services Operations** 351444BR Project Management Nationwide Wilmington , DE February 28, 2022 **Company Overview** **About TD Bank, Americas Most Convenient Bank** TD Bank, Americas Most...

  • Credit Operations Manager III

    4 weeks ago

    Wilmington, United States JPMorgan Chase Bank, N.A. Full time

    The Card Lending Services (CLS), has an excellent opportunity for an experienced commercial manager with proven operational management experience and superior knowledge of commercial card and business card underwriting policies. The selected manager will thrive in a fast-paced developing environment. As a Credit Operations Manager III in CLS, you will...

  • Credit Operations Manager III

    4 weeks ago

    Wilmington, United States JPMorgan Chase Full time

    The Card Lending Services (CLS), has an excellent opportunity for an experienced commercial manager with proven operational management experience and superior knowledge of commercial card and business card underwriting policies. The selected manager will thrive in a fast-paced developing environment. As a Credit Operations Manager III in CLS, you will...

  • Project Manager with Credit cards Exp

    1 month ago

    Wilmington, United States HAN IT Staffing Full time

    Project Manager Wilmington, DE - Hybrid Must have : Credit cards / Consumer Banking Exp , JIRA, confluence Skills that will help you in the role: Knowledge of project management methodologies, tools and best practices Skills in planning, monitoring, reporting, and controlling complex projects. Ability to establish and maintain effective governance...

  • Vice President Technical Product Manager

    3 days ago

    Wilmington, United States JPMorgan Chase & Co Full time

    **JOB DESCRIPTION** Ignite your passion for product innovation by leading customer-centric development, inspiring solutions, and shaping the future with your strategic vision and influence. As an experienced Technical Product Manager to drive product development of our newly established Card Data Agility team. This team was built to identify, create, and...

  • Card Brands and Partner Control Manager

    2 hours ago

    Wilmington, United States JPMorgan Chase & Co Full time

    **JOB DESCRIPTION** Join our Controls team in Consumer & Community Banking (CCB), the firm's largest Line of Business. This role offers the opportunity to develop and enhance our control framework, contributing to our continuous approach to risk assessment. You'll be part of a dynamic team which supports CCB in serving millions of consumers and small...

  • Product Manager, Card Application Processing, Vice President

    3 days ago

    Wilmington, United States J.P. Morgan Full time

    Product Manager, Card Application Processing, Vice President 5+ years of experience or equivalent expertise in product management or a relevant domain area Advanced knowledge of the product development life cycle, design, and data analytics Demonstrate ability to lead product life cycle activities including discovery, ideation, strategic development,...

  • Senior Program Manager

    3 weeks ago

    Wilmington, United States Creative Solutions Services, LLC Full time

    Job description Must have: • 10+ years of combined experience in banking and financial services industry and 5-8 years Technical Program Management experience • Strong proficiency in knowledge with SAFe Agile methodologies cash management, payments, receivables, liquidity management, working capital solutions, commercial card programs, trade...

  • Director - Card Acquisitions Credit Strategy and

    2 weeks ago

    Wilmington, United States Ally Financial Full time

    **General information**: - Career area Credit Card- Work Location(s) 1000 N. West Street, DE, 2911 Lake Vista Drive, TX- Remote? No- Ref # 17636- Posted Date Sunday, June 2, 2024- Working time Full time**Ally and Your Career**: - Ally Financial only succeeds when its people do - and that’s more than some cliché people put on job postings. We live...

  • Brand and Co-Brand Credit Card Controls

    1 week ago

    Wilmington, United States JPMorgan Chase Full time

    This position is a part of the Consumer and Community Banking (CCB) Control Management organization. Reporting to the Credit Card Control Manager, you'll lead a fast-paced, future-focused, and collaborative team. In this role, you'll maintain a strong and consistent control environment through a joint accountability model that aligns managers with each line...

  • Card Pricing Product Analyst Vice President

    6 days ago

    Wilmington, United States JPMorgan Chase & Co Full time

    **JOB DESCRIPTION** Join our dynamic team as a Card Pricing Product Analyst, where you will have the opportunity to shape the customer experience and support strategic business initiatives. This role offers a unique chance to contribute to the management of disclosed credit card terms, working within the Product organization of Card Services, a key business...

  • Card Pricing Product Analyst Vice President

    1 week ago

    Wilmington, United States JPMorgan Chase Bank, N.A. Full time

    Join our dynamic team as a Card Pricing Product Analyst, where you will have the opportunity to shape the customer experience and support strategic business initiatives. This role offers a unique chance to contribute to the management of disclosed credit card terms, working within the Product organization of Card Services, a key business within Chase's...

  • Card Pricing Product Analyst Vice President

    6 days ago

    Wilmington, United States JPMorgan Chase Bank, N.A. Full time

    Join our dynamic team as a Card Pricing Product Analyst, where you will have the opportunity to shape the customer experience and support strategic business initiatives. This role offers a unique chance to contribute to the management of disclosed credit card terms, working within the Product organization of Card Services, a key business within Chase's...

  • QA Supervisor

    2 months ago

    Wilmington, United States CareerBuilder Full time

    We are working to deliver a legendary mobile experience. If your experience is less than optimal, please visit us on a desktop or laptop. **QA Supervisor Credit Cards & Unsecured Lending Delivery Operations** 350544BR Project Management Wilmington , DE February 21, 2022 **Company Overview** **About TD Bank, Americas Most Convenient Bank** TD Bank, Americas...

  • QA Supervisor

    2 months ago

    Wilmington, United States TD Bank Group Full time

    We are working to deliver a legendary mobile experience. If your experience is less than optimal, please visit us on a desktop or laptop. **QA Supervisor Credit Cards & Unsecured Lending Delivery Operations** 350544BR Project Management Nationwide Wilmington , DE February 21, 2022 **Company Overview** **About TD Bank, Americas Most Convenient Bank** TD...