What are the responsibilities and job description for the Banker Support Account Specialist II position at JPMorgan Chase?
At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.
Who are Banker Support’s customers? The Banker Support operation provides assistance to branch employees at the more than 4,700 branches across the nation, ATM vendors, as well as a limited number of clients. You will use your knowledge, experience, and relationship-building skills to enhance the performance of the department and line of business through active participation on specific teams.
As a Specialist II in Account Service at JPMorganChase, specialists will take inbound calls to assist branch bankers with customer credit card accounts. Specialists are required to provide elite customer service on all Chase Affiliate Credit Cards. Some of the routine call reasons are in relation to payments, interest rates, statement balances, card replacements, claims and disputes, and reward redemption. We are looking for someone with the ability to pivot based upon ever changing business objectives, willingness to accept and quickly apply coaching/feedback, elite professional maturity, and comfortability moving through multiple systems to identify a solution for our customers.
Job responsibilities
- Manages a high volume of inbound calls (potentially over 100 daily), delivering comprehensive support for financial products
- Utilizes customer service expertise to interpret needs and deliver continuous insights
- Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
- Excels both independently and collaboratively, driving team success and achieving goals
- Follows all regulatory and departmental practices and procedures diligently
- Takes ownership of each customer interaction while treating them with respect and responding with empathy
Required qualifications, capabilities, and skills
- Communication, information gathering, and decision-making skills
- Customer interaction and support skills with at least 2 years of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
- Ability to manage complex customer interactions using empathy, composure, and sound judgment
- Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
- Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
- Ability to solve problems and effectively present and explain solutions
- Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
- Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
- High school diploma or GED required
Preferred qualifications, capabilities, and skills
- Developing ability to use data to understand issues and opportunities
- Developing skills in using AI technology for automation and prompt writing
Work Schedule
Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.
