Retail: Customer Service Account Specialist I Bilingual English and Spanish Required

J.P. Morgan Chase & Co.; Heathrow (FL); On-site; USD 38,000 - 52,000; Full time

Job summary

JPMorganChase in the United States is seeking a Specialist I in Account Service to be the first point of contact for clients across financial products. You will handle inbound calls, build strong relationships, and provide innovative solutions in a fast-paced call center environment.

You'll use multiple computer systems, work within established procedures, and escalate non-standard issues to your supervisor.

Qualifications

• Fluency in English and Spanish is required.
• Experience in customer service or call centers.
• Ability to listen, assess needs, and provide clear solutions.
• Strong written and verbal communication skills.
• Proficiency with computer systems and multitasking in a fast-paced environment.

Responsibilities

• Manages a high volume of inbound calls delivering support for financial products.
• Interprets customer needs and provides continuous insights.
• Navigates multiple computer systems efficiently.
• Works independently and with the team to meet goals.
• Follows regulatory and departmental procedures and handles standard to routine issues.

Skills

Bilingual Spanish-English

Customer service

Phone support

Multitasking

Computer literacy

Education

High school diploma or GED

Tools

CRM software

Call center platforms

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 I in Account Service 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 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, information gathering, and decision-making skills
• Customer interaction and support skills with at least 1 year 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
• Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence.”
• Preferred experience supporting multiple CCB Operations functions or lines of business (internal applicants).

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.