Collections Specialist III - Loss Mitigation - Multiple Shifts

Job Description

At JPMorganChase, you will have the opportunity to make a significant impact by balancing business objectives with customer-focused solutions. We offer a competitive salary, comprehensive benefits, and a supportive work environment that values diversity, integrity, and teamwork. 

As a Collections Specialist III within JPMorganChase, you will play a crucial role in mitigating financial loss to the bank by negotiating payments and offering solutions to resolve delinquent or overdrawn accounts. Your expertise in computer literacy and customer service will be vital in handling customer interactions, where you'll use your strong decision-making skills to select the most appropriate solutions from a range of options. You'll be expected to use your negotiation and influence skills to develop mutually beneficial solutions, while adhering to regulatory requirements. Although your work will be under general supervision, you'll have the autonomy to determine the best approach to achieve desired outcomes. As you grow in this role, you'll begin to explore the use of artificial intelligence to enhance your ability to resolve customer issues. 

Job responsibilities 

• Handle inbound and outbound customer interactions, utilizing expert computer literacy skills to navigate systems and retrieve account information. 
• Apply expert customer service skills to understand customer situations, empathize with their concerns, and maintain a positive brand perception throughout the interaction. 
• Utilize expert negotiation and influence skills to persuade customers to agree on payment plans or solutions that are mutually beneficial and acceptable. 
• Select and implement the most appropriate pre-established solutions to resolve delinquent or overdrawn accounts, based on customer eligibility and circumstances. 
• Begin to explore the application of artificial intelligence in understanding customer data and enhancing decision-making processes. 

Required qualifications, capabilities and skills 

• Baseline knowledge or equivalent expertise in collections processes, including negotiation of payments and resolution of delinquent or overdrawn accounts. 
• Demonstrated ability to use computer systems and related technology to retrieve account information and manage customer interactions. 
• Proven experience in customer service, with a focus on understanding customer perceptions and responses at all touch points. 
• Ability to apply negotiation and influence skills to persuade customers and develop mutually beneficial solutions. 
• Initial understanding of artificial intelligence and its potential applications in enhancing decision-making processes in a collections environment. 

Work Schedule 

Both shifts will honor daylight savings time effective effective November 1st.  

Tuesday - Friday - 6:00 AM - 2:30 PM & Saturday - 7:00 AM - 4:00 PM

Monday - Friday - 12:00 PM - 9:00 PM with a 10 % shift differential 

 

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. 

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.  We also offer a range of benefits and programs to meet employee needs, based on eligibility. These 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 and more. Additional details about total compensation and benefits will be provided during the hiring process. 

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our  FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our 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’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.