Specialist I - Card Specialty Operations - Mumbai

Job Description
As a Specialist I in our team, you would be responsible to work in Back Office functions and requests could include general correspondence, Hardship, Cease and Desist , Attorney representation requests and \\ or provide Account Record Requests. The processes could also include working exception reports for Collections processes (Settlement, Reage, Charge Off Reversal, Vendor Management) The aim of the unit is to provide effective resolution and creating a world class experience for Customers while managing the stringent SLA's for document \\ exception processing.
Job Responsibilities

• Take complete ownership from Evaluation to resolving customer queries - complete Customer advocate & Offer Payment Solutions
• Service Remediation requests received around Payment programs, E-pay cancellations , SSN Remediation , Monetary Adjustments etc.
• Fulfill Media requests received by the customer ( C&D, Attorney Rep)
• Execute Key Control Reports
• Manage control reports with stringent timelines
• Maintain quality scores and adhere to policies/procedures
• Identification of any process/knowledge gaps and their timely escalation
• Maintain expected level of performance and participate in team/process level events and initiatives
• Meet and exceed benchmarks through consistent performance
• Adherence to metrics like utilization, tardiness, breaks, unscheduled absenteeism and leave utilization

Required qualifications, capabilities, and skills:

• Take ownership of each customer while empathizing customer needs
• Resolve conflicts and manage customer expectations
• Determine customer needs and provide appropriate solutions through relationship building
• Effective verbal and written communication
• Document customer account activities thoroughly and concisely
• Engage in interactive dialogue with customers through active listening
• Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of the customer quickly and effectively
• Effectively prioritize work to ensure efficiency
• Accuracy and attention to detail
• Required to abide by all applicable regulatory and department practices and procedures
• Critical thinking and ability to exercise independent judgment
• Minimum of 6 months computer experience required, utilizing multiple computer applications in a Windows-based environment
• High School Diploma(10+2), HSC or GED required

Work type can shift between various non phones units basis business requirement. Collections and/or non phone experience is required.
Flexible "Mon - Fri" with weekend off
Subject to change as per business requirement
About Us
JPMorgan Chase & Co., 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.