Elizabeth Carroll: From Call Center Agent to Influencing Housing Policy

Tell us about your career path. 

I graduated college during a difficult job market and took a job at Chase as a call center agent for mortgage. My Dad was not thrilled after my parents paid for my journalism degree, but I told him Chase has a huge presence in Columbus and I wanted to work for a respected firm where I could work my butt off to grow my career – I bet on myself to make it! 15 years and 5 promotions later, I’ve been a writer (using that degree, Dad!), I’ve managed employees across the US and abroad, I’ve built strategy for disaster responses (Sandy, COVID), and now I’m influencing housing policy. I couldn’t be happier.

Is this the career you always expected to have? Or the field you wanted to be in? 

I always thought I’d be working for a sports team in communications or PR. I interned with the Columbus Crew (#Massive) and while they ran with some of my ideas and I loved my time there, I realized the skills I was building (research, harnessing my creativity, knowing your audience) could help me be successful in any industry.

Did you face any challenges/setbacks as a woman in your profession?

I feel fortunate this has never been an overt issue for me. I’ve had two kids (Coop and Cam) during my time with a male manager and he was 100% supportive – even with having 4-months off after each pregnancy! I will say there are times where I’ve experienced tremendous #momguilt, especially while traveling and missing out on firsts – first step, first missing tooth, first soccer goal. BUT I’m thankful for my village of wise, kind ladies (like those in the WEW!) who pump me back up and remind me of all the reasons I am a great mom.

Who inspired you to be a leader and why?

My Grandpa fought for workers’ rights with Cesar Chavez and I’ve always been proud of how he stood up for people who didn’t have a voice. My mom tells stories of how my Grandpa’s leadership didn’t make it “easy” for them – getting followed to school by those who opposed what they were doing, receiving threatening calls at home where it was just my Grandma and 5 girls – but it just reminds me that sometimes the right thing to do isn’t the easiest and what a privilege, and responsibility, it is to be a leader. I think my Grandpa (who has passed) would be proud of the work Chase and our Home Lending team are doing as part of our Racial Equity Commitment, especially the focus increasing sustainable homeownership in underserved communities.

What does the WEW mean to you?

As one of the newer members, I didn’t know I was missing something professionally. After attending the retreat last year, I felt inspired, validated, and “seen”. The WEW women each have their own superpowers and I feel so blessed to be able to learn, grow, and laugh with these ladies. Also, who doesn’t want a Fairy godmother like Cristy?

How do you encourage women to not give up?

I’m a big believer in sharing compliments, and feedback, freely. I’ve been called a wing woman, hype woman, cheerleader, a truth teller – but it boils down to, if someone does a great job, you should tell them. Immediately. If someone is struggling, you should spend the time to understand why and be honest with them on how they can improve. I’ve found people value transparency, which creates trust and breeds loyalty.     

What advice do you have for women looking to grow either within their own organization or to start their own business ventures?

• Do your job and do it well (work hard) – that’s table stakes

• Get involved – via business resource groups, volunteer organizations, trade groups, culture/people/development initiatives

• Ask others how you can help them – it’ll give you an opportunity to show you can do more and it can earn you new sponsors who believe in you and your work product