Retail Customer Service Account Specialist II

JPMorgan Chase & Co. • San Antonio, TX

2d

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 work within an established framework, performing routine tasks and following procedures, with non-standard issues referred to a supervisor.

The position requires managing frequent customer interactions, using multiple computer systems, following regulatory and departmental procedures, and working independently and collaboratively. Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends, and attend scheduled training that may occur outside regular work hours.

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

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 present and explain solutions effectively.
• 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.

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 over 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 adapt to changing demands.
• 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

• 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 for eligible roles

What This Job Offers

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