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Chase · 2 days ago

Account Specialist III - Branch Complaint Escalation Group

20855 Stone Oak Pkwy, San Antonio, TX, 78258, US

Full-time

Onsite

Mid Level

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. As an Account Specialist III, you will be the primary contact for clients with complex complaints, delivering exceptional service by resolving issues and ensuring compliance with regulatory standards.

BankingFinancial Services

Responsibilities

Research and resolve complex customer complaints and requests, ensuring timely maintenance and closure of events or accounts

Communicate effectively with customers and business partners in a metrics-driven environment, engaging in detailed conversations and maintaining customer engagement

Collect missing information, escalate exceptions, and make or receive calls as required after research

Demonstrate resilience, adaptability, and personal excellence, including punctuality, integrity, and accountability

Take ownership of customer interactions, treating them with respect and empathy, and documenting activities thoroughly and concisely

Approach problems logically, exercise good judgment, and make swift and effective decisions for optimal customer outcomes

Prioritize tasks to ensure efficiency and work independently and collaboratively in a team environment

Comply with all regulatory and departmental practices and procedures, including audit/compliance policies

Proactively report suspicious account activities and act as the first line of defense to ensure compliance with U.S. retail banking regulations

Prevent financial loss, privacy breaches, or adverse customer or regulatory impacts

Handle banker/line of business escalations and emerge as a Subject Matter Expert in multiple Retail Customer Fulfillment processes

Qualification

Account services operationsData analyticsComputer literacyInnovative thinkingConflict managementCustomer serviceProblem-solvingCollaborationStrategic thinking