Transactions Specialist I

JPMorgan Chase & Co.; Mumbai; On-site; INR 4,50,000 - 6,75,000; Full time

Job summary

A major financial services firm located in Mumbai is looking for a Specialist I to handle back-office functions in a high-energy team. The role involves resolving customer queries and managing exception reports in an effective manner. Ideal candidates will have strong communication skills, attention to detail, and a background in utilizing Windows-based applications. A competitive salary and comprehensive benefits are offered, along with opportunities for professional growth.

Benefits

Competitive base salary

Comprehensive benefits

Paid training

Opportunities for professional growth

Qualifications

• Minimum of 6 months computer experience utilizing multiple applications in a Windows-based environment.
• Demonstrate ownership of each customer interaction while empathizing with customer needs.
• Resolve conflicts, manage customer expectations, and provide appropriate solutions.

Responsibilities

• Take complete ownership from evaluation to resolution of customer queries.
• Handle remediation requests related to payment programs.
• Execute key control reports and manage control within stringent timelines.

Skills

Effective verbal and written communication

Attention to detail

Critical thinking

Education

High School Diploma (10+2), HSC, or GED

Tools

Windows-based applications

Job description

Join a high-energy team dedicated to delivering world-class customer experiences through effective back-office collections and exception processing. Drive impactful solutions in a fast-paced environment where your expertise and ownership make a difference.

Job Summary

As a Specialist I in our team, you work within Back Office functions, handling requests such as general correspondence, hardship, cease and desist, attorney representation, and account record requests. You will also manage exception reports for collections processes, including settlement, re-age, charge-off reversal, and vendor management. Your focus is on providing effective resolutions and creating a world-class experience for customers while meeting stringent SLAs for document and exception processing.

Job Responsibilities

• Take complete ownership from evaluation to resolution of customer queries, acting as a customer advocate and offering payment solutions
• Handle remediation requests related to payment programs, e-pay cancellations, SSN remediation, and monetary adjustments
• Fulfill media requests received from customers, including cease and desist and attorney representation
• Execute key control reports and manage control reports within stringent timelines
• Maintain quality scores and adhere to established policies and procedures
• Identify process or knowledge gaps and elevate them promptly
• Maintain expected performance levels and participate in team and process-level events and initiatives
• Meet and exceed benchmarks through consistent performance
• Adhere to metrics such as utilization, tardiness, breaks, unscheduled absenteeism, and leave utilization

Required Qualifications, Skills and Capabilities

• Demonstrate ownership of each customer interaction while empathizing with customer needs
• Resolve conflicts, manage customer expectations, and provide appropriate solutions through relationship building
• Exhibit effective verbal and written communication, accuracy, attention to detail, and critical thinking
• Minimum of 6 months computer experience utilizing multiple applications in a Windows-based environment; High School Diploma (10+2), HSC, or GED required

Preferred Qualifications, Skills and Capabilities

• Experience in collections and/or non-phone back-office functions
• Ability to engage in interactive dialogue with customers through active listening

Preferred Qualifications, Skills and Capabilities

• Knowledge of regulatory and department practices and procedures
• Willingness to work flexible schedules, including evenings, weekends, and holidays as required by business needs

Additional Notes:

• Work type may shift between various non-phone units based on business requirements
• Flexible schedule: Monday to Friday with weekends off, subject to change per business needs
• Training attendance is required onsite, regardless of work location
• Competitive base salary, comprehensive benefits, and opportunities for professional growth and advancement
• Diverse, high-energy work environment with paid training and industry-leading benefits starting day one