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 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

  • Qualifications:

  • 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.