Collections Specialist II - Bilingual Spanish Required

JPMorganChase; Tempe (AZ); On-site; USD 38,000 - 48,000; Full time

Benefits offered by this job

Shift differential 10%

Job summary

JPMorgan Chase in Tempe, AZ is seeking a Bilingual Collections Specialist II to serve as the first contact for clients, delivering customer service for various financial products. The role involves handling inbound calls, building relationships, and offering solutions to meet client needs within a fast-paced call center.

Candidates must be fluent in Spanish and English and have at least two years of phone or in-person customer service experience.

Qualifications

• Bilingual fluency in Spanish and English required.
• 2+ years of customer service experience over phone or in person.
• Strong communication, negotiation and information gathering skills.
• Ability to manage complex interactions with empathy and sound judgment.
• Proficiency with CRM/computer systems and multitasking.
• High school diploma or GED is required.

Responsibilities

• Manages a high volume of inbound/outbound Collections calls (potentially over 100 daily).
• Uses customer service expertise to interpret needs and deliver solutions.
• Navigates multiple computer systems with efficiency and resilience.
• Works independently and with the team to drive success and meet goals.
• Follows regulatory and departmental practices and procedures.
• Takes ownership of each customer interaction with respect and empathy.

Skills

Bilingual Spanish/English

Customer service

Communication

Negotiation

Multitasking

Empathy

Education

High school diploma or GED

Tools

CRM software

Microsoft Office

Job description

At JPMorganChase, you'll be at the forefront of delivering exceptional customer service, where each day presents the same opportunities to make a meaningful difference. You'll engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As a Bilingual Collections Specialist II within JPMorganChase, you will be the first point of contact for our clients, providing exceptional customer service for various financial products. Your role involves handling inbound calls, building strong customer relationships, and offering innovative solutions to meet client needs. You'll thrive in a fast-paced call center environment, leveraging your communication, multitasking, and results-oriented skills. You will be working within a well-defined framework, performing routine tasks and following established procedures, with any non-standard issues referred to your supervisor.

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.

Job responsibilities

• Manages a high volume of inbound/outbound Collections calls (potentially over 100 daily), delivering comprehensive support for financial products
• Utilizescustomer service expertise to interpret needs and deliver continuous insights
• Navigatesmultiple computer systems with efficiency, demonstrating adaptability and resilience
• Excelsboth independently and collaboratively, driving team success and achieving goals
• Followsall regulatory and departmental practices and procedures diligently
• Takes ownership of each customer interaction while treating them with respect and responding with empathy

Required qualifications, capabilities, and skills

• Reading and speaking in both Spanish and English fluently is required for this role
• Communication, negotiation, information gathering, and decision-making skills
• Customer interaction and support skills with at least 2 years of experience in phone or face-to-face settings, while being able to multitask with computer systems and work accurately
• Ability to manage complex customer interactions using empathy, composure, and sound judgment
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments
• Adaptability and efficiency in fast-paced, dynamic, and results-driven environments
• Ability to solve problems and effectively present and explain solutions
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals
• Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting
• High school diploma or GED required

Preferred qualifications, capabilities, and skills

• Developing ability to use data to understand issues and opportunities
• Developing skills in using AI technology for automation and prompt writing

Work Schedule

Monday - Friday - 12:00 PM - 9:00 PM

Shift Differential - 10%