Merchant Dispute: Account Specialist I

Account Specialist I

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As an Account Specialist I at JPMorganChase, you will play a key role in supporting our clients and internal partners by ensuring the accurate and timely processing of credit card related disputes. While approximately 30% of your time will involve outbound calling to clients the majority of your responsibilities will be operations-based, focusing on process execution. You will leverage your strong attention to detail, organizational skills, and ability to multitask across multiple systems to deliver high-quality service and operational excellence. Working within a well-defined framework, you will perform routine tasks, follow established procedures, and escalate any non-standard issues to your supervisor. Your commitment to accuracy, customer service, and continuous improvement will help drive team success and ensure a positive client experience.

Job responsibilities

• Manages a high volume of incoming disputes cases
• Utilizes customer service expertise to interpret needs and deliver continuous insights
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
• Comply with internal policy, procedures, and reg Z guidelines
• 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

Required qualifications, capabilities, and skills

• Communication, information gathering, and decision-making skills
• Customer interaction and support skills with at least 1 year of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
• Ability to manage complex customer interactions using empathy, composure, and sound judgment
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
• Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
• Ability to read, write, and navigate through multiple applications
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
• Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
• High school diploma or GED required

Preferred qualifications, capabilities, and skills

• Disputes knowledge in credit card and/or retail banking
• Banking experience
• Developing skills in using AI technology for automation and prompt writing