Account escalation specialist ivJPMorgan Chase

Job Description:
As an Escalation Specialist, you will be responsible for assisting Home Lending customers with a variety of loan related issues. To meet the demands of this position you will focus on understanding the firm's policies, products and services, department procedures and systems, and external regulations.
Primary Job Duties:
Display respect and professionalism when acknowledging and responding to customer complaints, escalations, and requests for information received via the following channels: Phone, Chase secured (KANA), written correspondences, Call and text analytics.
Partner with colleagues and leaders across the firm to resolve complex customer issues with quality and excellence, offering solutions that show a strong balance between meeting customer needs and maintaining compliance with internal policies and procedures
Maintain data integrity, accurately tracking complaints and inquires in the appropriate systems of record
Displays a sense of urgency, organization, time management, and ownership to manage a pipeline to meet internal and external timelines as well as customer needs
Process account level transactions and disputes, including payment, fee, and escrow related items
Maintains a consistent and constant flow of communication with team members and managers: escalates trends and high risk issues to reduce repeat issues and complaints
May serve as a subject matter expert or trainer to new team members
Participate in UAT, departmental reporting, system development and other activities and initiatives.
Participates in team and department exercises
Skills Needed:
Critical thinking
Capable of de-escalating, remaining tactful and professional under pressure
Strong experience writing customer case notes, emails, or letters preferred
Excellent and effective communicator - verbally and in writing, displaying a favorable image of Chase through tone of voice, word choices (soft skills), and willingness to assist
Proficient in the use of Mortgage Servicing systems preferred
Strong PC navigation skills
Strong working knowledge of Microsoft Office
Proven Quality Performance
About Us:
JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
About the Team:
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
For many, owning a home is the ultimate dream and we're here to help customers make responsible choices throughout the home buying process through our online tools and advice. Whether purchasing a first home or vacation home, refinancing an existing loan or tapping into a home equity line of credit, we offer comprehensive services to help homeowners at every stage of their journey.
JPMorgan Chase

Metro Manila
Permanent
Full-time