Account Specialist III - Branch Complaint Escalation Group
JPMorganChase
As an Account Specialist III within the Branch Complaint Escalation Group, you will be the primary contact for clients with complex complaints and issues. You will deliver exceptional service by researching and resolving escalated requests, performing timely account maintenance, and ensuring compliance with regulatory standards. Your role will involve communicating effectively with customers and business partners, navigating multiple technologies, and documenting activities thoroughly. You will be expected to apply your strong analytical, research, and customer service skills to provide solutions, escalate exceptions, and proactively report suspicious activities. As part of a dynamic team, you will have opportunities to develop your skills in problem-solving, collaboration, and strategic thinking while making a meaningful impact in a fast-paced environment.
Job responsibilities
- Research and resolve complex customer complaints and requests, ensuring timely maintenance and closure of events or accounts.
- Communicate effectively with customers and business partners in a metrics-driven environment, engaging in detailed conversations and maintaining customer engagement.
- Collect missing information, escalate exceptions, and make or receive calls as required after research.
- Demonstrate resilience, adaptability, and personal excellence, including punctuality, integrity, and accountability.
- Take ownership of customer interactions, treating them with respect and empathy, and documenting activities thoroughly and concisely.
- Approach problems logically, exercise good judgment, and make swift and effective decisions for optimal customer outcomes.
Prioritize tasks to ensure efficiency and work independently and collaboratively in a team environment. - Comply with all regulatory and departmental practices and procedures, including audit/compliance policies.
- Proactively report suspicious account activities and act as the first line of defense to ensure compliance with U.S. retail banking regulations.
- Prevent financial loss, privacy breaches, or adverse customer or regulatory impacts.
- Handle banker/line of business escalations and emerge as a Subject Matter Expert in multiple Retail Customer Fulfillment processes.
Required qualifications, capabilities, and skills
- Baseline knowledge of account services operations, including transaction processing and troubleshooting.
- Demonstrated proficiency in data analytics, with the ability to interpret models and diagrams to provide continuous insight.
- Proven ability to manage conflicts effectively, with experience in facilitating discussions and creating practical solutions.
- Proficiency in computer literacy, with the ability to use technology to perform tasks, solve problems, and communicate professionally.
- Experience in innovative thinking, with a track record of generating new ideas and executing solutions that add value.
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
Equal Opportunity Employer/Disability/Veterans
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.
Join the team that is assisting customers find solutions in one of the world’s most innovative banks.