Account Specialist IV

Account Specialist IV balance their focus on business results with offering options and finding solutions while being customer obsessed

The primary function of CBSU addresses customer requests across consumer products within Auto Finance, Credit Cards, Mortgages, Home Equity, Student Lending, PI4 and Retail Products. You will partner with our Research Team in resolving escalations on an as needed basis, with quality and risk control being top of mind. Account Specialist IV's are expected to have a proved record of operational and technical knowledge as it relates to dispute research and resolution.

Account Specialist IV balance their focus on business results with offering options and finding solutions while being customer obsessed. You will advocate for our clients, ensure their Chase account information is accurately reported to the NCRAs (National Credit Reporting Agencies) we partner with, and when applicable, assist with processing credit bureau disputes.

In addition to performing the above work, the Account Specialist IV is expected to possess strong leadership, communication and interpersonal skills.

Account Specialist IV balance their focus on business results with offering options and finding solutions while being customer obsessed Comfortable communicating with customers and stakeholders in a metrics-driven environment.

Job Responsibilities:

• Are able to navigate multiple technologies while staying engaged with our customers
• Demonstrate resiliency and extreme adaptability in a fast-paced environment
• Possess strong customer focus with the ability to have detailed conversations with our customer
• Take ownership of each customer interaction while treating customers with respect and responding with empathy
• Document customer account activities thoroughly and concisely
• Demonstrates personal excellence including punctuality, integrity, and accountability
• Make appropriate decision on behalf of our customers quickly and effectively
• Are required to abide by all applicable regulatory and department practices and procedures
• Have the ability to work independently and in a team environment
• Think critically and exercise independent judgement while considering all points of few during highly complex scenarios

Required qualifications, skills, and capabilities:

• Complex Research
• Providing support on specialists process inquiries
• Effective Communication
• Job Coaching
• Staff Administration Duties as required in absence of Manager
• Exception entries in Alvaria
• Generating Daily and MTD Metric Data/Stats (AHT, Availability, ACW, Quality, etc)
• Call listening audit/Quality review
• CARE Case completion/approval
• Attend process related meetings
• Facilitate call calibration

Knowledge and Experience:

• Strong Leadership skillset
• Ability to work under pressure in a highly complex and changing environment
• Strong client focus mindset with moderate proficiencies in consulting/advising clients, answering inquiries and providing information, and managing difficult situations with customers is required
• Must have the ability to become proficient with navigating within Credit Bureau source and sub systems (required)
• Must have the ability to meet and or exceed Key Performance Measurement which include quality and production standards (required)
• Analytical and software skills for reporting metrics; MS Office (Excel, Word);
• Strong communication skills - both written and oral (required)
• Ability to multi-task: type while listening, view multiple screens and systems, keep up to date with new procedures (required)
• Must be willing and have the ability to work in a fast-paced environment (required)
• Advanced level PC navigation skills (required)
• Ability to apply effective listening skills (required)
• Strong problem solving and decision making skills (required)
• Minimum one year mortgage servicing or credit related experience (required)
• Minimum one year customer service experience (required)
• Knowledge of federal regulations that govern credit reporting activity and disputes (helpful);
• High School diploma
• Must be willing to work in an environment that requires 100% phone-based customer interaction
• Minimum of one year of customer interaction or customer support experience strongly preferred, either by phone or face to face
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred

Work schedule:

• Work schedules will vary. Candidates must be willing to work schedules during US operating hours, specific information will be provided by the Recruiter.
• This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
• This is a Hybrid position which will require the incumbent to commute/work on site 4 days a week and work from home 1 day a week

ABOUT US

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.

ABOUT THE TEAM

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.