Job Description
Join our Customer Resolution Services team within the Centralized Transaction Operations. Enhance customer experiences by resolving claims efficiently. Utilize your analytical skills to make impactful decisions and help the bank avoid losses.
Job Summary
As a Customer Resolution Specialist within the Customer Resolution Services team, you will enhance the customer experience by researching and resolving claims such as amount mismatches and missing deposits. You will utilize strong analytical and decision-making skills to process debit/credit adjustments and avoid bank losses. Your role involves using various software and communicating results with stakeholders within established service level agreements.
Job Responsibilities
- Research and perform quality checks on debit/credit adjustments.
- Ensure compliance with industry regulations and company policies.
- Evaluate and analyze data from multiple sources.
- Resolve queries and share updates with the team.
- Engage with UL on SOP revisions and training needs.
- Train new hires and assist with workflow planning.
- Monitor customer SLA and handle escalations.
- Report suspicious transactions and back up Team Leader.
- Participate in quality control policy development.
- Monitor and analyze quality control data.
Required qualifications, capabilities, and skills
- Graduate in Commerce or any stream with minimum 3 years of banking experience.
- Demonstrate exhaustive knowledge in CRS and client focus.
- Exhibit strong MS Office, communication, and adaptability skills.
- Pay attention to detail and possess strong problem-solving skills.
- Manage time effectively for BAU and other initiatives.
- Maintain a flexible attitude towards working hours.
Preferred qualifications, capabilities, and skills:
- Demonstrate expertise in process/business knowledge.
- Exhibit excellent client focus and adaptability.
- Possess strong oral and written communication skills.
- Show flexibility in working hours due to workplace demands.
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.
