Credit Support Manager I- Credit Review/Escalation Manager

JPMorgan Chase

Full-time

Credit Intermediation and Related Activities

About the position

The Credit Support Manager I for Credit Review/Escalation is responsible for overseeing all activities related to internal and external credit reviews and audits within the Credit Monitoring Center of Excellence. This role serves as the primary point of contact for client and partner escalations, ensuring effective communication and resolution of issues. The manager will collaborate with global teams to align with policies and best practices, while also preparing presentations for executive-level stakeholders.

Responsibilities

• Act as the primary point of contact and subject matter expert on all Credit Monitoring CoE activity.
• Govern all audit and review activities with proactive leadership and transparency.
• Lead discussions, process reviews, and deep dive discussions with internal and external Credit Review and audit.
• Ensure all responses to review parties are managed within service level, escalating early if challenges are identified.
• Address all client and partner escalations/complaints including effective communication to all involved partners and accurate remediation of issues.
• Prepare content and deliver presentations to Executive-level team members regarding root cause analysis and action items.
• Perform root cause analysis of any issues identified and proactively engage in process deep dives.
• Develop plans to prevent future escalations in similar nature; partner with leadership on effective implementation and change management.
• Manage an ever-changing audit/review calendar ensuring operational awareness of review status.

Requirements

• Bachelor's degree in Business/Accounting; MBA preferred.
• 2 to 4 years' experience in Credit Monitoring and/or Quality Control with legal and financial documents analysis.
• Previous experience partnering with Internal Controls, Legal, Risk & Internal Audit and External Auditors.
• Ability to work on various projects simultaneously.
• Ability to work independently across various levels in the organization with minimum supervision.
• Strong understanding of commercial loan products, including documentation and credit agreements.
• Strong verbal & written communication skills to effectively communicate with various stakeholders.
• Excellent decision-making and strong analytical skills.

Nice-to-haves

• Experience in a global environment, partnering jointly and sharing information with co-workers and peers.
• Strong proficiency in using MS Office tools including MS Excel.