JPMorgan Chase CCB - Operations Analyst II in Wilmington, Delaware
The Digital Support Operations Analyst II is a member of the Contact Management team of Chase’s Consumer and Community Bank (CCB) operations. Contact Management is part of CCB Collections, responsible for contact channel performance, operational strategy development, and specialized execution. The individual will work closely with partners in Operations, Risk, Communication Services, Digital, Compliance, and Legal across the Card and Retail lines of business while reinventing the customer’s Digital experience.
The Digital Support Operations Analyst II supports the exciting digital transformation within collections.
Key Responsibilities: -Responsible for drafting content and customer experience for all digitally customer facing communications-Ensure message and experience aligns with the strategy outlined by our partners-Work with strategy and execution to finalize testing-Run down all necessary approvals within L&C to ensure Chase message is being captured properly-Work with our digital, strategy and execution partners to optimize our existing funnel for credit card collection customers-Help drive enhanced Chase.com and new mobile funnel experience for our next gen -Research industry to see what technology is out there (AI, Chat) and a potential fit for Chase-Partner with auto and mortgage to see any collaboration opportunities with our collections customers-Work closely with the Dig Ops team to identify drop off points in the funnel and look to test different strategies-Act as Product Owner and the voice of the customer for new initiatives
5-7 years of program/project or process management experience
Ability to lead and motivate cross-functional teams, work collaboratively with key stakeholders and interface effectively with all levels, including senior management
Ability to be flexible, follow tight deadlines, organize and prioritize work Very comfortable with MS suite of products: MS Word, Excel, MS Project, Access, Power Point, and Visio
Strong working knowledge and diversified experience in bank policies, procedures, and operations
Strong oral and written communication skills and effective time-management, organizational, and leadership competencies
Possess ability to build and maintain rapport with customers, colleagues, peers, and other departments
Operations experience preferred
Agile background and Product Owner experience preferred
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V.
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.