What are the responsibilities and job description for the Chase Connect Online Specialist IV position at JPMorgan Chase?
If you thrive in such settings, you have found the right team!
As a Client Service Specialist IV in the Care Service Center, you will play a crucial role in ensuring JPMorgan Chase delivers the highest standard of service to all clients, both external and internal. You will serve as a central point of contact for clients, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. Your focus will be on resolving cash and account investigations and issues, identifying and resolving workflow issues, and ensuring clients’ needs and expectations are met.
Job Responsibilities:
- Field incoming inquiries from product/segment classified client channels, such as the ‘800’-telephone number, related to Treasury Services products.
- Adhere to policies, procedures, and standards governed by ISO, Risk, and Compliance standards.
- Ensure the prompt resolution of all customer queries while maintaining a world-class client experience.
- Investigate and resolve generic issues that generate escalated inquiries.
- Assist Relationship Managers with queries on customers’ accounts, including follow-ups on old queries or updates and escalations.
- Investigate and inform senior management of potential processes that could reduce exposure, such as formatting issues, inconsistent procedure interpretation among service centers, and incorrect processes.
- Track all inquiries received into the service center, regardless of channel, in the case tracking tool Navigator.
- Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard.
Required Qualifications, Capabilities, and Skills:
- Excellent communication skills (verbal and written) with an emphasis on banking terminology.
- Demonstrate listening skills and the ability to utilize probing questions to accurately assess inquiries or requests.
- Ability to work in a fast-paced environment and adapt to change.
- Strong problem-solving and decision-making skills.
- Ability to work effectively in a team environment.
- Proficiency in MS Windows and Office, with the ability to work with multiple applications simultaneously.
Hours of Work / Shift Timings in Tampa:
- Fully-staffed: Monday-Friday, 8:00 AM – 9:00 PM Eastern Standard Time
