JPMorgan Chase Sr Specialist II - Branch Complaints - Client Services - Phoenix, AZ in Phoenix, Arizona

Branch Escalation Group is a centralized and specialized response team created to ensure appropriate and consistent resolution of all consumer banking customer concerns. This team plays a critical role in ensuring that outstanding customer issues are resolved efficiently and completely, and that customer complaints are handled appropriately and within established timeframes. Branch Escalation Group directly interacts with consumer bank customers, members of the Executive Office, consumer bank branch employees, and partners across all of the Consumer and Community Banking businesses, among others. This is an opportunity for a strong performer to be an integral part in providing the next improvement in the firm’s customer satisfaction.

Major Functions

The Business Operations Analyst will serve as a final escalation point for resolving highly complex or sensitive customer complaints and issues, as identified through multiple sources (including Executive Office and Chase Wealth Management, among others). Responsibilities will include conducting next level and complex research, analyzing results, working with cross functional partners to ensure consistent and equitable resolution/closure. Daily tasks include interacting directly with Consumer Branch customers and internal cross functional partners (including Executive Office, Chase Wealth Management, Consumer Branch, Mortgage, Fraud, Credit Card, among others), leveraging appropriate tools and resources to conduct quality and timely research, appropriately documenting all pertinent information as required by CCB Customer Complaints Policy & Standards (includes data input and reporting) as well as collaborating with team members and management to develop best practices, incorporate efficiency principles and identify tactical and strategic opportunities. CRA may also assist in training less experienced team members in resolving issues.

• Interfaces with external customer

• Interfaces with complex customer & internal service partners to advocate client needs and solutions

• Uses thorough product knowledge to resolve unique or challenging issues on an individual needs basis

• Act as a senior point of escalation for external and internal parties.

• Analyzes customer disputes and offers solutions that fit both client and company needs.

• Decision, approve, and process monetary credits to customer accounts.

• May maintain issues logs and may prepare monthly reporting.

• May serve as a mentor to less senior team members

• Monitors daily performance against established metrics

  • 3-5 years customer service/call center experience resolving direct customer issues, including researching root cause and recommending solutions

  • In depth knowledge of Chase products and services in one or more of the following businesses: Consumer Branch, Mortgage (Servicing or Production), Business Banking, Credit Card, Fraud, Risk, AML/KYC, Chase.com, Chase mobile

  • Knowledge of and ability to make updates in OUI, KES, APECS, Tracker, CFW, TSYS, DTS, SBS, CIS, ACH, Input Accel, and Customer Assist.

  • The ability to navigate across functional groups within CCB and across the firm

  • Proven customer-centric focus coupled with the ability to balance against controls agenda

  • Proven excellent research and analytical skills

  • Excellent time management skills – must be able to multi-task and independently maintain a pipeline of work

  • Proven ability to deal with ambiguity, think critically, solve problems creatively, plan and meet deadlines, demonstrate strong sense of personal accountability

  • Strong problem solving and decision making skills

  • Excellent written and verbal communication skills, including proper phone etiquette

  • Strong presentation and relationship management skills

  • Flexible, able to adapt to changing environment and goals

  • Highly detail-oriented

  • Working knowledge of MS Office Applications (Word, Excel, PowerPoint, SharePoint, etc…)

  • Bachelor’s degree preferred, but will consider equivalent experience

  • Role requires high level of independent decision making & judgment under minimal supervision

JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.