Join a high-energy team dedicated to delivering world-class customer experiences through effective back-office collections and exception processing. Drive impactful solutions in a fast-paced environment where your expertise and ownership make a difference.

Job Summary

As a Specialist I in our team, you work within Back Office functions, handling requests such as general correspondence, hardship, cease and desist, attorney representation, and account record requests. You will also manage exception reports for collections processes, including settlement, re-age, charge-off reversal, and vendor management. Your focus is on providing effective resolutions and creating a world-class experience for customers while meeting stringent SLAs for document and exception processing.

Job Responsibilities

• Take complete ownership from evaluation to resolution of customer queries, acting as a customer advocate and offering payment solutions
• Handle remediation requests related to payment programs, e-pay cancellations, SSN remediation, and monetary adjustments
• Fulfill media requests received from customers, including cease and desist and attorney representation
• Execute key control reports and manage control reports within stringent timelines
• Maintain quality scores and adhere to established policies and procedures
• Identify process or knowledge gaps and escalate them promptly
• Maintain expected performance levels and participate in team and process-level events and initiatives
• Meet and exceed benchmarks through consistent performance
• Adhere to metrics such as utilization, tardiness, breaks, unscheduled absenteeism, and leave utilization

Required Qualifications, Skills and Capabilities

• Demonstrate ownership of each customer interaction while empathizing with customer needs
• Resolve conflicts, manage customer expectations, and provide appropriate solutions through relationship building
• Exhibit effective verbal and written communication, accuracy, attention to detail, and critical thinking
• Minimum of 6 months computer experience utilizing multiple applications in a Windows-based environment; High School Diploma (10+2), HSC, or GED required

Preferred Qualifications, Skills and Capabilities

• Experience in collections and/or non-phone back-office functions
• Ability to engage in interactive dialogue with customers through active listening
• Knowledge of regulatory and department practices and procedures
• Willingness to work flexible schedules, including evenings, weekends, and holidays as required by business needs

Additional Notes:

• Work type may shift between various non-phone units based on business requirements
• Flexible schedule: Monday to Friday with weekends off, subject to change per business needs
• Training attendance is required onsite, regardless of work location
• Competitive base salary, comprehensive benefits, and opportunities for professional growth and advancement
• Diverse, high-energy work environment with paid training and industry-leading benefits starting day one

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

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 digital solutions – all while ranking first in customer satisfaction.

We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.