Auto Collections Specialist III

About the role

As a Collections Specialist III at JPMorganChase, you will play a crucial role in mitigating financial loss to the bank by negotiating payments and offering solutions to resolve delinquent or overdrawn accounts. You'll handle customer interactions using strong decision-making skills to select the most appropriate solutions from a range of options, while adhering to regulatory requirements. This role offers autonomy under general supervision to determine the best approach to achieve desired outcomes and includes exploring the use of artificial intelligence to enhance customer issue resolution.

Responsibilities

• Handle inbound and outbound customer interactions, utilizing expert computer literacy skills to navigate systems and retrieve account information.
• Apply expert customer service skills to understand customer situations, empathize with their concerns, and maintain a positive brand perception.
• Utilize negotiation and influence skills to persuade customers to agree on payment plans or mutually beneficial solutions.
• Select and implement the most appropriate pre-established solutions to resolve delinquent or overdrawn accounts based on customer eligibility and circumstances.
• Begin to explore the application of artificial intelligence in understanding customer data and enhancing decision-making processes.

Requirements

• Baseline knowledge or equivalent expertise in collections processes, including negotiation of payments and resolution of delinquent or overdrawn accounts.
• Demonstrated ability to use computer systems and related technology to retrieve account information and manage customer interactions.
• Proven experience in customer service, with a focus on understanding customer perceptions and responses at all touchpoints.
• Ability to apply negotiation and influence skills to persuade customers and develop mutually beneficial solutions.
• Initial understanding of artificial intelligence and its potential applications in enhancing decision-making processes in a collections environment.

About Us

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits, and cities grow by delivering solutions to solve all their financial needs.

Benefits

• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support and financial coaching.

Additional details about total compensation and benefits will be provided during the hiring process. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in cash and/or forfeitable equity, based on individual achievements and contributions.

About The Team

Our Consumer & Community Banking division serves 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 lead the U.S. in credit card sales and deposit growth, offering the most-used digital solutions while ranking first in customer satisfaction. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally, refining technology-driven customer experiences to drive growth and deliver industry-leading capabilities.