Retail Customer Service Account Specialist II

JPMorganChase • Tempe, AZ

13d

About The Position

As a Specialist II in Account Service at JPMorganChase, you are a first point of contact for clients, providing customer service for various financial products. You handle inbound calls, build customer relationships, and offer solutions to meet client needs. The role is in a fast-paced call center environment and involves routine tasks performed within established procedures. Non-standard issues are referred to a supervisor. Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends, and attend scheduled training. Training hours may differ from regularly scheduled hours.

Requirements

• Communication, information-gathering, and decision-making skills.
• At least 2 years of customer interaction and support experience in phone or face-to-face settings, 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.
• Problem-solving ability and skill in presenting and explaining solutions.
• Ability to learn products and systems quickly, embrace challenges, seek feedback, and work toward performance goals.
• Proficient computer literacy, including experience using technology to solve problems and communicate professionally.
• High school diploma or GED.
• Willingness and ability to work schedules during operating hours, which may include evenings and weekends.
• Ability to attend scheduled training, which may take place outside regularly scheduled hours.

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 calls, potentially more than 100 daily, and provide comprehensive support for financial products.
• Use customer service expertise to interpret client needs and provide ongoing insights.
• Navigate multiple computer systems efficiently.
• Work independently and collaboratively to support team success and achieve goals.
• Follow regulatory and departmental practices and procedures.
• Take ownership of customer interactions, treating customers with respect and responding with empathy.
• Refer non-standard issues to a supervisor.
• Attend training as scheduled.

What This Job Offers

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