Job Description
Customer Resolution Services (CRS) is a Business unit within the Centralized Transaction Operations, Service and Resolution organization and part of the larger Consumer and Community Banking (CCB) group. CRS is responsible for researching and resolving requests for both image and paper-based exceptions resulting from the forward collection.
This position is responsible to enhance the customer experience through researching and resolving customer claims like Amount miss match, Missing Deposit, Non Post, Non Negotiable, Multi Post Etc. It requires to research and take decision on resolving the customer request by processing debit/credit. It requires strong analytical and decision making skills to resolve customer request and helps the bank to avoid the losses.
It requires use of various software (including Microsoft Office), web based, and mainframe applications. Communication, in both written and verbal formats with Branch Manger, Customer Service Representative, other Financial Institutions and internal department of the results of research efforts within established service level agreements will be necessary
JOB Responsibilities
• Responsible to research and process Debit/Credit adjustment by contacting clearing partners (Branch & other Financial Institutions) and follow the set standard operating procedures. Diligently follow banking guidelines provided by Federal Government • Provide high quality servicing of research requests for customers, internal departments and/or other financial institution. Research and report suspicious transaction by performing detailed research on customer account as well as verification of transaction• Evaluate and analyze data from multiple sources in a fast-paced environment, timely identification/escalation of issues.• Monitor requests for age, which may include contacting bankers and providing updates regarding requests as requested by requestors and/or management.• Analyze cases and apply resolutions methods as per SOP guidelines• Refer and transfer complex issues/inquiries to Subject matter expert & Team Leader• Enhance customer experience by meeting customer impact accuracy levels and reducing case resolution turnaround time• Ensure processing discipline by meeting non customer impact accuracy levels and respond to escalations with a sense of urgency• Take active participation in PMR, Q-board, and team huddle and also identify areas for process improvement• Complete the assigned trainings on time
Skills/ Qualifications
• Graduate in Commerce (Preferred) or Graduate in any stream with 0-2 Years of experience• MS Office skills• Oral & written communication skill• Strong accounting knowledge • Adaptability to change • Excellent Client focus and Customer care working practices• Attention to detail• Problem solving• Team player• Strong time management skills required to work on BAU & other initiatives• Flexible attitude towards working hours due to the demands of the working place
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.
