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. You'll handle inbound calls, build strong customer relationships, and offer innovative solutions to meet client needs in a fast-paced call center environment. Your role involves routine tasks within a well-defined framework, with non-standard issues referred to your supervisor.

Responsibilities

• Manage a high volume of inbound/outbound Collections calls (potentially over 100 daily), delivering comprehensive support for financial products.
• Utilize customer service expertise to interpret needs and deliver continuous insights.
• Navigate multiple computer systems efficiently, demonstrating adaptability and resilience.
• Excel both independently and collaboratively, driving team success and achieving goals.
• Follow all regulatory and departmental practices and procedures diligently.
• Take 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.
• Strong 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 effectiveness in navigating different cultural contexts and workplace environments.
• Efficiency in fast-paced, dynamic, and results-driven environments.
• Problem-solving skills and ability to present and explain solutions effectively.
• Ability to learn products and systems quickly, embrace challenges, and actively seek feedback to improve performance.
• Proficient computer literacy skills, with experience using technology to solve problems and communicate professionally.

Preferred Qualifications

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.
• Experience in 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 your 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.
• 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 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, driving growth through technology-driven customer experiences.