Client Service Specialist III

As a Client Service Specialist III in Commercial Card Call Center, you will handle approximately 100 inbound calls daily and be expected to meet all department and Line of Business goals and metrics. Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings, weekends and holidays. Specific information will be provided by the Recruiter.

This position requires that you attend and successfully complete the training as scheduled. The hours may not coincide with your regularly scheduled hours.

 Job responsibilities:

Core functional responsibilities and expectations include, but are not limited to, the following:

• Accurately and efficiently handle approximately 100 inbound calls per day while displaying professionalism, empathy, sincerity, and thorough knowledge of products and processes during each interaction 
• Resolve issues by identifying underlying or hidden problems and patterns and partnering with the customer, client, peers, and internal partners to implement change to meet the goals of the client and JPMC  
• Project a confident and professional presence to our customers/clients, other bank departments, and the community  
• Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner  
• Be accountable for customer/client satisfaction through the ownership of the issue/inquiry 
• Build knowledge of commercial card products and services  
• Identify and control risk to prevent fraudulent account behavior and potential fraud exposure by exercising good judgment 
• Prioritize daily tasks to maximize productivity utilizing time management and organizational skills  
• Actively listen, ask probing questions, review account information, and carefully analyze the customer/client inquiry to ensure comprehensive and accurate responses, and document all interactions 

Required qualifications, capabilities and skills: 

• Excellent communication skills – both verbal and written – in a metrics-driven environment
• Strong analytic ability and problem resolution skills, advanced PC skills including Outlook, Word, and Excel 
• Highly organized with ability to manage competing priorities  
• Demonstrate consistent, professional presence with the ability to adapt to evolving needs and situations  
• Ability to meticulously review and comprehend all aspects of client communications and provide thorough and effective resolutions  
• Ability to work and communicate professionally and effectively with multiple types of customers, clients, and leadership within the organization  
• Minimum of 2 years current or recent experience working in a Call Center environment successfully managing heavy volume of inbound calls with consistently strong performance 
• Dedicated to personal excellence, growth, punctuality, attendance, integrity, accountability, and ownership 
• Strong ability to navigate multiple technologies while staying engaged with customers, multi-task, and work quickly and efficiently, thriving under stress-related deadlines 
• Flexibility with altering schedule and working overtime if needed to meet business needs 

Preferred qualifications, capabilities and skills: 

• Have a deep understanding of the Commercial Card process and detailed knowledge of its systems
• Ability to develop positive, professional relationships which enhance the ability to achieve results 
• Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
• College degree preferred (BA/BS)