Credit Card Collections Specialist I Bilingual English and Spanish Required

About the role

As a Specialist I in Collections 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 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 them with respect and responding with empathy

Requirements

• Reading and speaking in both Spanish and English fluently
• High school diploma or GED
• At least 1 year of experience in phone or face-to-face customer interaction and support, with the ability to multitask using computer systems accurately
• Proficient computer literacy skills, with experience using technology to solve problems and communicate professionally

Skills

• Communication, negotiation, information gathering, and decision-making
• Ability to manage complex customer interactions using empathy, composure, and sound judgment
• Adaptability to new situations, cultural contexts, and fast-paced, dynamic, results-driven environments
• Problem-solving and the ability to present and explain solutions effectively
• Quick learning of products and systems, embracing challenges as opportunities
• Actively seeking feedback to improve performance and achieve goals

Preferred Qualifications

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

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

• Competitive base salary determined by role, experience, skill set, and location
• Commission-based pay and/or discretionary incentive compensation for eligible roles, awarded as cash and/or forfeitable equity
• Comprehensive health care coverage
• On-site health and wellness centers
• 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 by 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, deposit growth, and customer satisfaction through our digital solutions. Operations teams develop and manage innovative, secure service solutions to meet global client needs, driving growth by refining technology-driven customer experiences.