Job Description
At Chase, you will focus on business results by offering options and finding solutions to help our customers. The Call Center Customer Service Account Specialist's work is creative, exciting, and different every day.
As a Specialist III in Customer Service, you will take approximately 80 - 120 inbound calls a day on basic as well as very complex issues and are empowered to resolve on your own while staying within our policies and procedures. You will also track customers' complaints and submit escalation tickets as needed, all providing concierge service. It requires excellent communication, negotiation, and decision making skills to be successful in this role.
Job responsibilities:
- Work in a call center environment that requires 100% phone-based customer interaction
- Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customers
- Communicate with customers in a metrics-driven environment
- Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment
- Take ownership of each customer interaction while treating customers with respect and responding with empathy
- Document customer account activities thoroughly and concisely
- Demonstrates personal excellence including punctuality, integrity, and accountability
- Approach problems logically and with good judgment to ensure the appropriate customer outcome
- Work both independently and in a team environment
- Abide by all applicable regulatory and departmental practices and procedures
Required qualifications, capabilities, and skills:
- Minimum of 2 years of customer interaction or customer support experience required, either by phone or face-to-face
- Minimum of 1 year computer experience required, utilizing multiple computer applications in a Windows-based environment
- High school diploma or GED required
Preferred qualifications, capabilities, and skills:
- Ability to multitask using a computer and simultaneously provide customer support
- Comfortable in a fast-paced, consistently changing environment
- Have a passion for helping people by solving problems, presenting, and explaining solutions
Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings, overnights and weekends. Specific information will be provided by the Recruiter.
This position requires that you attend the training as scheduled. The hours may not coincide with your regularly scheduled hours.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
