Collections Specialist II - Bilingual Spanish Required

JPMorgan Chase & Co. • Tempe, AZ

3d

About The Position

As a Bilingual Collections Specialist II at JPMorganChase, you will serve as a first point of contact for clients, providing customer service for a range of financial products. You will handle inbound and outbound collections calls, build customer relationships, and offer solutions to meet client needs. The role is based in a fast-paced call center and involves multitasking across computer systems, following established procedures, and referring non-standard issues to a supervisor. You will take ownership of customer interactions and respond with respect and empathy.

The regular work schedule is Monday through Friday, 12:00 PM to 9:00 PM, with a 10% shift differential. Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. Attendance at scheduled training is required; training hours may differ from regular scheduled hours.

JPMorganChase offers a competitive total rewards package, with base salary determined by role, experience, skills, and location. Eligible roles may also receive commission-based pay and/or discretionary incentive compensation. Benefits and programs are based on eligibility and include health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, and financial coaching.

Requirements

• Fluent in reading and speaking both Spanish and English.
• Communication, negotiation, information-gathering, and decision-making skills.
• At least 2 years of experience in phone or face-to-face customer interaction and support, with the ability to multitask across computer systems and work accurately.
• Ability to manage complex customer interactions with empathy, composure, and sound judgment.
• Ability to adjust to new situations and navigate different cultural contexts and workplace environments.
• Adaptability and efficiency in fast-paced, dynamic, results-driven environments.
• Ability to solve problems and present and explain solutions effectively.
• Ability to learn products and systems quickly, embrace challenges, seek feedback, improve performance, and achieve goals.
• Proficient computer literacy, including experience using technology to solve problems and communicate professionally.
• High school diploma or GED.

Nice To Haves

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.

Responsibilities

• Manage a high volume of inbound and outbound collections calls, potentially more than 100 per day, and provide support for financial products.
• Use customer service expertise to interpret customer needs and provide ongoing insights.
• Navigate multiple computer systems efficiently and adapt to changing needs.
• Work independently and collaboratively to support team success and achieve goals.
• Follow regulatory and departmental practices and procedures.
• Take ownership of each customer interaction, treating customers with respect and responding with empathy.
• Attend trainings as scheduled.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Commission-based pay and/or discretionary incentive compensation may be available for eligible roles

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED