CCB - Senior Specialist I - Customer Service - Mid Shift - Consumer Banking - Westerville, Ohio - Full-time / Part-time

Responsible for resolving customer inquiries via phone and/or email and for providing excellent customer service to both internal and external customers. Utilization of 25-40 systems will be needed in order to research and provide accurate feedback and issue resolution. Mastery of 5-8 functional subject matters required to resolve issues, communicate effectively and educate customers. Strict adherence to attendance and quality standards is enforced with minimal room for error. Demonstrate the Shared Values and Behaviors (Service, Collaboration, Innovation, Ownership and Integrity) when working with customers and fellow employees to create a positive customer experience and working environment.

The service center is a fast paced environment where service specialists are required to be available to customers constantly and requires flexibility to provide coverage during system outages, recovery situations or when there are additional capacity needs.

Respond to inquiries by telephone or email for internal/external clients taking ownership of issue resolution.

• Approach each experience with our internal/external clients with Integrity, Collaboration, Ownership, Service and Innovation to reflect the shared values of our organization.
• Research inquiries and analyze data utilizing multiple (25-40) systems to resolve problems via telephone/email under tight time constraints. Resolution may require outbound calls to fully resolve the concern and ascertain client satisfaction.
• Approach each contact with an opportunity to educate the caller with process, product and system information to reduce repeat contacts and enhance customer experience.

• Escalate concerns to appropriate production areas when necessary to ensure speedy resolution and customer satisfaction.
• Keys information timely and accurately into case management tool to provide accurate capacity reporting, quality resolution and provide transparency into the customer s experience.
• Problem resolution may require deviation from established scripts and protocols to resolve issues. Advocate for the best solution for the customer.
• Uses thorough product/process knowledge of 5-8 unique functional subject matters to resolve unique or challenging inquiries/problems.
• Empowered to make decisions do the right thing for the customer while maintaining a stable control environment.
• Adapt to changing needs & deadlines and remain calm when under pressure
• Identify and escalate complaints on behalf of the customer to close process gaps and provide a better ongoing customer experience.

Complete on-going service / process education to maintain and strengthen the customer experience through excellent quality.

• Complete all assigned training, cross-training, and huddle training to maintain service excellence.
• Adheres to CTO s strict service standards to meet quality monitoring, and customer feedback goals.

Maintain strict adherence to established risk/control procedures and on-going risk education.

• Follow customer authentication procedures.
• Report privacy breaches following established risk procedures.
• Completes assigned risk training on time.
• Maintain clean desk standards

Participate in all site Continuous Improvement activities.

• Attend monthly Performance Management Reviews.
• Participate on the Quality Board team
• Demonstrate innovation through ideas shared for process improvement.

• Strong customer service skills.
• Strong verbal and written communication skills.
• Ability to follow complex methods and procedures in the service support of diverse subject matter and routine/non-routine tasks.
• Adapts to change easily
• Attention to details.
• Courageous with making decisions for customer satisfaction
• Problem solving skills

Work schedule will be 11:30am - 8pm Monday through Friday and Saturday 9am-6pm with one day off during the week and Sunday off.

• Strong customer service skills.
• Strong verbal and written communication skills.
• Ability to follow complex methods and procedures in the service support of diverse subject matter and routine/non-routine tasks.
• Adapts to change easily
• Attention to details.
• Courageous with making decisions for customer satisfaction
• Problem solving skills
• Minimum of 2 years customer service /banking experience
• High School diploma accepted/bachelor degree preferred

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran