Overdraft Collections Account Specialist II - Bilingual English and Spanish Required

About the role

As a Specialist II in Collections at JPMorgan Chase, you will be the first point of contact for clients, providing exceptional customer service for various financial products. You will handle inbound calls, build strong customer relationships, and offer innovative solutions to meet client needs while working in a fast‑paced call‑center environment.

Responsibilities

• Manage a high volume of inbound/outbound 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 with efficiency, 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

• Fluent reading and speaking in both Spanish and English.
• Strong communication, negotiation, information‑gathering, and decision‑making skills.
• At least 2 years of experience in phone or face‑to‑face customer interaction and support, with the ability to multitask accurately using computer systems.
• Ability to manage complex customer interactions using empathy, composure, and sound judgment.
• Adaptability to new situations and ability to navigate different cultural contexts and workplace environments.
• Efficiency in fast‑paced, dynamic, results‑driven environments.
• Problem‑solving skills with the ability to present and explain solutions clearly.
• Quick learner of products and systems; embraces challenges as opportunities and actively seeks feedback.
• Proficient computer literacy; experience using technology to solve problems and communicate professionally.
• High school diploma or GED required.

Preferred Qualifications

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.

Schedule

Candidates must be willing and able to work during operating hours, which may include evenings and weekends. Attendance at scheduled trainings is required, and training hours may not coincide with regular shift times.

Benefits

JPMorgan Chase offers a range of benefits and programs based on eligibility, including comprehensive health‑care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental‑health support, financial coaching, and more.

Pay

The total rewards package includes a base salary determined by role, experience, skill set, and location. Eligible employees may receive commission‑based pay and/or discretionary incentive compensation, paid in cash and/or forfeitable equity, in recognition of individual achievements and contributions.