Account Specialist III - Branch Complaint Escalation Group

JPMorganChase • San Antonio, TX

2d

About The Position

Join JPMorganChase as an Account Specialist III and be the primary contact for clients with complex financial needs. Deliver exceptional service by processing transactions, resolving issues, and identifying opportunities to enhance client relationships. Utilize your expertise in account services and technology to drive innovative solutions and contribute to team success. Develop your leadership skills in mentoring and strategic thinking while making a meaningful impact in a dynamic environment. 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.

Requirements

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees