Job Description
Introductory Marketing Language
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.
Job Summary
As a Global Operations Specialist within the Customer Resolution Services (CRS) team, you will be responsible for researching and resolving customer claims, processing debit/credit adjustments, and providing high-quality service to customers, internal departments, and other financial institutions. You will need to evaluate and analyze data from multiple sources in a fast-paced environment, and communicate effectively with various stakeholders. Your strong analytical and decision-making skills will help the bank avoid losses and enhance the customer experience. You will also be expected to actively participate in team activities and complete assigned trainings on time. This role requires a graduate in commerce or a related field with 3-4 years of banking experience, strong MS Office skills, and excellent client focus and customer care working practices.
Job Responsibilities
- Conduct research and process debit/credit adjustments by liaising with clearing partners, including branches and other financial institutions.
- Deliver high-quality service for research requests from customers, internal departments, and other financial institutions.
- Evaluate and analyze data from various sources in a dynamic environment.
- Identify and escalate issues promptly.
- Track the age of requests, which may involve contacting bankers and providing updates as requested by requestors or management.
- Investigate and report suspicious transactions by conducting thorough research on customer accounts and verifying transactions.
- Adhere to banking guidelines set by the Federal Government.
- Analyze cases and apply resolution methods according to SOP guidelines.
- Refer and transfer complex issues or inquiries to subject matter experts and team leaders.
- Improve customer experience by achieving customer impact accuracy levels and reducing case resolution turnaround time.
- Maintain processing discipline by meeting non-customer impact accuracy levels and responding to escalations urgently.
Required qualifications, capabilities and skills
• Exhaustive knowledge in CRS• Graduate with minimum 3 year of banking experience• Expert in the process/business knowledge • Adaptability to change • Excellent Client focus and Customer care working practices• Attention to detail• Problem solving• Ability to work as a team• Knowledge on Business processes and procedures• 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.
