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.
- 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