Account Escalation Specialist IV

Account Escalation Specialist IV

Embark on a rewarding career where your skills will support key initiatives and expand your capabilities. Join us to provide exceptional service and innovative solutions, contributing to team success.

As an Account Escalation Specialist IV within JPMorganChase, you will be the primary liaison for clients with complex financial products. You will handle digital customer complaints and escalations, providing exceptional service and innovative solutions. Your role involves analyzing intricate data, resolving non-routine issues, and mentoring team members, all while ensuring data integrity and effective communication.

Job responsibilities

Leverage analytical skills to interpret intricate financial data, providing insights that enhance customer service and support decision-making.

Demonstrate professionalism and respect in addressing customer issues across various channels, ensuring a positive experience.

Collaborate effectively with team members and departments to resolve complex customer issues, balancing needs with compliance.

Maintain data integrity by accurately recording complaints and inquiries, ensuring efficient management and resolution.

Organize and prioritize tasks to meet timelines, demonstrating ownership and responsibility in managing customer needs.

Guide and support junior team members, fostering an innovative environment that encourages growth and development.

Required qualifications, capabilities, and skills

Utilize data analysis and technology skills to troubleshoot and resolve issues effectively.

Apply customer service experience to handle complaints and escalations, ensuring high satisfaction levels.

Communicate effectively in writing and verbally, interacting with all business lines and senior partners.

Mentor and develop team members, empowering them to take ownership of their work.

Manage multiple tasks efficiently, ensuring timely completion of responsibilities.

Preferred qualifications, capabilities, and skills

Experience in call centers, writing customer case notes, emails, or letters, demonstrating effective communication.

Familiarity with mortgage servicing systems, enhancing ability to manage account-level transactions and disputes.

Consistent track record of delivering high-quality work, meeting or exceeding performance standards.

Maintain professionalism and tact under pressure, effectively managing challenging situations.

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability / Veterans