Job responsibilities:

Core functional responsibilities and expectations include, but are not limited to, the following:

Accurately and efficiently handle approximately 100 inbound calls per day while displaying professionalism, empathy, sincerity, and thorough knowledge of products and processes during each interaction Resolve issues by identifying underlying or hidden problems and patterns and partnering with the customer, client, peers, and internal partners to implement change to meet the goals of the client and JPMC  Project a confident and professional presence to our customers/clients, other bank departments, and the community  Work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner  Be accountable for customer/client satisfaction through the ownership of the issue/inquiry Build knowledge of commercial card products and services  Identify and control risk to prevent fraudulent account behavior and potential fraud exposure by exercising good judgment Prioritize daily tasks to maximize productivity utilizing time management and organizational skills  Actively listen, ask probing questions, review account information, and carefully analyze the customer/client inquiry to ensure comprehensive and accurate responses, and document all interactions 

 

Required qualifications, capabilities and skills: 

Excellent communication skills – both verbal and written – in a metrics-driven environmentStrong analytic ability and problem resolution skills, advanced PC skills including Outlook, Word, and Excel Highly organized with ability to manage competing priorities  Demonstrate consistent, professional presence with the ability to adapt to evolving needs and situations  Ability to meticulously review and comprehend all aspects of client communications and provide thorough and effective resolutions  Ability to work and communicate professionally and effectively with multiple types of customers, clients, and leadership within the organization  Minimum of 2 years current or recent experience working in a Call Center environment successfully managing heavy volume of inbound calls with consistently strong performance Dedicated to personal excellence, growth, punctuality, attendance, integrity, accountability, and ownership Strong ability to navigate multiple technologies while staying engaged with customers, multi-task, and work quickly and efficiently, thriving under stress-related deadlines Flexibility with altering schedule and working overtime if needed to meet business needs 

 

Preferred qualifications, capabilities and skills: 

Have a deep understanding of the Commercial Card process and detailed knowledge of its systemsAbility to develop positive, professional relationships which enhance the ability to achieve results Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledgeCollege degree preferred (BA/BS)