Credit Card Collections Specialist I

About the role

As a Collections Specialist I at JPMorganChase, you will be the first point of contact for our clients, providing exceptional customer service for various financial products. Your role involves handling inbound calls, building strong customer relationships, and offering innovative solutions to meet client needs. You'll thrive in a fast-paced call center environment, leveraging your communication, multitasking, and results-oriented skills while working within a well-defined framework and following established procedures.

Responsibilities

• Manages a high volume of inbound/outbound Collections calls (potentially over 100 daily), delivering comprehensive support for financial products.
• Utilizes customer service expertise to interpret needs and deliver continuous insights.
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience.
• Excels both independently and collaboratively, driving team success and achieving goals.
• Follows all regulatory and departmental practices and procedures diligently.
• Takes ownership of each customer interaction while treating customers with respect and responding with empathy.

Requirements

• High school diploma or GED required.
• At least 1 year of experience in phone or face-to-face customer interaction and support.
• Proficient computer literacy skills, with experience using technology to solve problems and communicate professionally.

Skills

• Communication, negotiation, information gathering, and decision-making skills.
• Ability to multitask with computer systems and work accurately.
• Ability to manage complex customer interactions using empathy, composure, and sound judgment.
• Adaptability to new situations and cultural contexts in a fast-paced, dynamic, and results-driven environment.
• Problem-solving skills with the ability to present and explain solutions effectively.
• Ability to learn products and systems quickly, embrace challenges, and actively seek feedback to improve performance.

Preferred Qualifications

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.
• Preferred experience supporting multiple CCB Operations functions or lines of business (internal applicants).

Schedule

Candidates must be willing and able to work schedules during operating hours, which may include evenings and weekends. This position requires attendance at scheduled trainings, which may not coincide with regularly scheduled hours.

Benefits

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in cash and/or forfeitable equity, awarded for individual achievements and contributions. Benefits include:

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

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, delivering solutions to solve all their financial needs.

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 and offer the most-used digital solutions, ranking first in customer satisfaction. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally, driving growth by refining technology-driven customer experiences that prioritize users.