Retail Customer Service Account Specialist II

JPMorgan Chase & Co. • Tempe, AZ

13d

About The Position

As a Specialist II in Account Service at JPMorganChase, you will be a first point of contact for clients, providing customer service for various financial products. The role involves handling inbound calls, building customer relationships, and offering solutions to meet client needs in a fast-paced call center environment. You will perform routine tasks within established procedures and refer non-standard issues to your supervisor. Candidates must be able to work schedules during operating hours, which may include evenings and weekends, and attend training as scheduled; training hours may differ from regular work 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.
• Ability to solve problems and effectively present and explain solutions.
• 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 required.
• Willingness and ability to work schedules during operating hours that may include evenings and weekends, and to attend scheduled training.

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 support for financial products.
• Interpret customer needs and provide ongoing insights using customer service expertise.
• Navigate multiple computer systems efficiently and demonstrate adaptability and resilience.
• 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.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

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