Join our dynamic team in Customer Resolution Services, where your analytical skills will drive exceptional customer experiences. As part of the Centralized Transaction Operations, you'll play a crucial role in resolving complex customer claims, ensuring satisfaction and minimizing losses. Elevate your career with us and make a meaningful impact in the Consumer and Community Banking sector.
Job Summary:
As a Customer Resolution Specialist within the Centralized Transaction Operations team, you will enhance the customer experience by researching and resolving claims such as amount mismatches and missing deposits. You will make informed decisions on customer requests, processing debit/credit adjustments to prevent losses. Your strong analytical and decision-making skills will be essential in maintaining customer satisfaction and operational efficiency.
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Job Responsibilities:
- Research and process debit/credit adjustments by contacting clearing partners.
- Provide high-quality servicing of research requests for customers and internal departments.
- Evaluate and analyze data from multiple sources in a fast-paced environment.
- Identify and escalate issues promptly.
- Monitor requests for age and provide updates as needed.
- Research and report suspicious transactions through detailed account analysis.
- Follow banking guidelines provided by the Federal Government diligently.
- Analyze cases and apply resolution methods per SOP guidelines.
- Refer complex issues to subject matter experts and team leaders.
- Enhance customer experience by meeting accuracy levels and reducing resolution time.
- Ensure processing discipline and respond to escalations urgently.
Required Qualifications, Capabilities, and Skills:
- Demonstrate exhaustive knowledge in CRS.
- Possess MS Office skills.
- Exhibit strong oral and written communication skills.
- Adapt to change effectively.
- Focus on client needs and customer care practices.
- Pay attention to detail consistently.
- Solve problems efficiently.
Preferred Qualifications, Capabilities, and Skills:
- Graduate in Commerce or any stream with 3-4 years of banking experience.
- Show expertise in process/business knowledge.
- Work well as part of a team.
- Understand business processes and procedures.
- Manage time effectively for BAU and other initiatives.
- Maintain a flexible attitude towards working hours.
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
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.
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.