JPMorgan Specialist - Card Specialty Operations Mumbai 

India, Maharashtra, Mumbai 

447002455

Job Responsibilities

• Take complete ownership from Evaluation to resolving customer queries – complete Customer advocate & Offer Payment Solutions
• Service Remediation requests received around Payment programs, E-pay cancellations , SSN Remediation , Monetary Adjustments etc.
• Fulfill Media requests received by the customer ( C&D, Attorney Rep)
• Execute Key Control Reports
• Manage control reports with stringent timelines
• Maintain quality scores and adhere to policies/procedures
• Identification of any process/knowledge gaps and their timely escalation
• Maintain expected level of performance and participate in team/process level events and initiatives
• Meet and exceed benchmarks through consistent performance
• Adherence to metrics like utilization, tardiness, breaks, unscheduled absenteeism and leave utilization

Required qualifications, capabilities, and skills:

• Take ownership of each customer while empathizing customer needs
• Resolve conflicts and manage customer expectations
• Determine customer needs and provide appropriate solutions through relationship building
• Effective verbal and written communication
• Document customer account activities thoroughly and concisely
• Engage in interactive dialogue with customers through active listening
• Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
• Make appropriate decisions on behalf of the customer quickly and effectively
• Effectively prioritize work to ensure efficiency
• Accuracy and attention to detail
• Required to abide by all applicable regulatory and department practices and procedures
• Critical thinking and ability to exercise independent judgment
• Minimum of 6 months computer experience required, utilizing multiple computer applications in a Windows-based environment
• High School Diploma(10+2), HSC or GED required

Work type can shift between various non phones units basis business requirement.

Flexible “Mon – Fri” with weekend off

Subject to change as per business requirement