Client Service Specialist III

JPMorgan Chase & Co. • Charlotte, NC

18h

About The Position

As a Client Service Specialist III in Commercial Card Call Center, you will handle approximately 100 inbound calls daily and be expected to meet all department and Line of Business goals and metrics. Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings, weekends and holidays. Specific information will be provided by the Recruiter.
This position requires that you attend and successfully complete the training as scheduled. The hours may not coincide with your regularly scheduled hours.
Job responsibilities:
Core functional responsibilities and expectations include, but are not limited to, the following:
Accurately and efficiently handle approximately 100 inbound calls per day while displaying professionalism, empathy, sincerity, and thorough knowledge of products and processes during each interaction
Resolve issues by identifying underlying or hidden problems and patterns and partnering with the customer, client, peers, and internal partners to implement change to meet the goals of the client and JPMC
Project a confident and professional presence to our customers/clients, other bank departments, and the community
Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner
Be accountable for customer/client satisfaction through the ownership of the issue/inquiry
Build knowledge of commercial card products and services
Identify and control risk to prevent fraudulent account behavior and potential fraud exposure by exercising good judgment
Prioritize daily tasks to maximize productivity utilizing time management and organizational skills
Actively listen, ask probing questions, review account information, and carefully analyze the customer/client inquiry to ensure comprehensive and accurate responses, and document all interactions
Required qualifications, capabilities and skills:
Excellent communication skills – both verbal and written – in a metrics-driven environment
Strong analytic ability and problem resolution skills, advanced PC skills including Outlook, Word, and Excel
Highly organized with ability to manage competing priorities
Demonstrate consistent, professional presence with the ability to adapt to evolving needs and situations
Ability to meticulously review and comprehend all aspects of client communications and provide thorough and effective resolutions
Ability to work and communicate professionally and effectively with multiple types of customers, clients, and leadership within the organization
Minimum of 2 years current or recent experience working in a Call Center environment successfully managing heavy volume of inbound calls with consistently strong performance
Dedicated to personal excellence, growth, punctuality, attendance, integrity, accountability, and ownership
Strong ability to navigate multiple technologies while staying engaged with customers, multi-task, and work quickly and efficiently, thriving under stress-related deadlines
Flexibility with altering schedule and working overtime if needed to meet business needs
Preferred qualifications, capabilities and skills:
Have a deep understanding of the Commercial Card process and detailed knowledge of its systems
Ability to develop positive, professional relationships which enhance the ability to achieve results
Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
College degree preferred (BA/BS)

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 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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.

Requirements

• Excellent communication skills – both verbal and written – in a metrics-driven environment
• Strong analytic ability and problem resolution skills, advanced PC skills including Outlook, Word, and Excel
• Highly organized with ability to manage competing priorities
• Demonstrate consistent, professional presence with the ability to adapt to evolving needs and situations
• Ability to meticulously review and comprehend all aspects of client communications and provide thorough and effective resolutions
• Ability to work and communicate professionally and effectively with multiple types of customers, clients, and leadership within the organization
• Minimum of 2 years current or recent experience working in a Call Center environment successfully managing heavy volume of inbound calls with consistently strong performance
• Dedicated to personal excellence, growth, punctuality, attendance, integrity, accountability, and ownership
• Strong ability to navigate multiple technologies while staying engaged with customers, multi-task, and work quickly and efficiently, thriving under stress-related deadlines
• Flexibility with altering schedule and working overtime if needed to meet business needs

Nice To Haves

• Have a deep understanding of the Commercial Card process and detailed knowledge of its systems
• Ability to develop positive, professional relationships which enhance the ability to achieve results
• Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
• College degree preferred (BA/BS)

Responsibilities

• Accurately and efficiently handle approximately 100 inbound calls per day while displaying professionalism, empathy, sincerity, and thorough knowledge of products and processes during each interaction
• Resolve issues by identifying underlying or hidden problems and patterns and partnering with the customer, client, peers, and internal partners to implement change to meet the goals of the client and JPMC
• Project a confident and professional presence to our customers/clients, other bank departments, and the community
• Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner
• Be accountable for customer/client satisfaction through the ownership of the issue/inquiry
• Build knowledge of commercial card products and services
• Identify and control risk to prevent fraudulent account behavior and potential fraud exposure by exercising good judgment
• Prioritize daily tasks to maximize productivity utilizing time management and organizational skills
• Actively listen, ask probing questions, review account information, and carefully analyze the customer/client inquiry to ensure comprehensive and accurate responses, and document all interactions

Benefits

• 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
• comprehensive health care coverage
• on-site health and wellness centers
• a retirement savings plan
• backup childcare
• tuition reimbursement
• mental health support
• financial coaching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level