Retail Collections Specialist II Bilingual English and Spanish Required

Testing Site - JPMC; Tempe (AZ); On-site; USD 42,000 - 54,000; Full time

Job summary

JPMorganChase is seeking a Specialist II in Collections to be the first point of contact for clients, delivering exceptional service for various financial products. The role involves handling inbound calls, building relationships, and offering solutions in a fast-paced call center.

The position requires 2+ years in customer service, fluency in Spanish and English, and the ability to multitask across computer systems while maintaining accuracy and empathy.

Qualifications

• Fluent in both Spanish and English required.
• Strong communication, negotiation, information gathering, and decision-making skills.
• Customer interaction and support experience in phone or face-to-face settings (≥2 years), with multitasking.
• Ability to handle complex interactions with empathy, composure, and sound judgment.
• Adaptability to fast-paced, diverse environments and cultural contexts.
• Willingness to learn products and systems quickly and seek feedback.

Responsibilities

• Manages a high volume of inbound/outbound calls, delivering support for financial products.
• Uses customer service expertise to interpret needs and provide insights.
• Navigates multiple computer systems efficiently and remains adaptable.
• Works both independently and with the team to meet goals.
• Follows regulatory and departmental procedures.
• Treats customers with respect and responds with empathy.

Skills

Bilingual Spanish/English

Communication

Negotiation

Multitasking

Empathy/Calmness

Problem solving

Adaptability

Tech literacy

Education

High school diploma/GED

Tools

CRM software

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 Specialist II in Collections at 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.

Job responsibilities

• Manages a high volume of inbound/outbound calls (potentially over 100 daily), delivering comprehensive support for financial products
• Utilizes customer service expertise to interpret needs and deliver continuous insights
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience
• Excels both independently and collaboratively, driving team success and achieving goals
• Follows all 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 judgmentAbility 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

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.