Join our team as a Special Credits Senior Specialist II where you'll leverage your communication, knowledge, and negotiation skills to achieve the best outcomes for our customers in a fast-paced call center environment. This role offers the opportunity to work both independently and collaboratively, ensuring adherence to all practices and excelling in time management and sound judgment.
As a Special Credits Senior Specialist II within JPMorgan Chase, you'll leverage your communication, knowledge, and negotiation skills to achieve the best outcomes for our customers. In this fast-paced call center environment, you'll take ownership of each interaction, demonstrating empathy and respect while managing and maximizing credit recovery through early intervention and financial restructuring. You'll perform financial and cash flow analysis, manage asset sales, and set exposure management strategies in line with regulatory and bank policies. Your ability to navigate systems, collaborate across functions, and manage conflicts will be key to your success. This role offers the opportunity to work both independently and collaboratively, applying data analytics skills and contributing to continuous improvement initiatives.

Job responsibilities

• Process incoming payments, verify new bankruptcy filings, and handle account research and maintenance; ensuring accuracy and compliance with established procedures, leveraging your computer literacy skills.

• Monitor transactions while adhering to regulatory and bank policies and using your knowledge of automation technologies.

• Identify potential risks and escalate them appropriately, distinguishing which issues can be addressed independently and which need management intervention.

• Continuously seek feedback from customers and use this information to improve systems and processes, delivering a high-quality customer experience based on trust and honesty.

• Assist with maintaining office equipment, distributing mail, and documenting customer account activities thoroughly and concisely.

• Work in a high-volume call center environment, managing phone-based interactions through inbound or outbound calls.

• Collaborate with third-party vendors and internal departments to establish contact with customers and secure collateral.

Required qualifications, capabilities, and skills

• Baseline knowledge of financial and cash flow analysis techniques, with a focus on credit risk assessment.

• Familiarity with credit reporting procedures and regulatory policies related to loan recovery and asset sales.

• Demonstrated ability to identify and escalate potential risks, with a beginning proficiency in conflict management and escalation techniques.

• Experience in using data analytics tools and techniques to interpret and communicate data requirements and assets.

• Strong working knowledge of Microsoft applications and proficiency with basic computer functions.

• Ability to work independently and in a team environment, prioritizing work to ensure efficiency.

• Excellent oral and written communication skills, with a focus on customer service.

Preferred qualifications, capabilities, and skills

• Experience in a customer service role, with a focus on proactively seeking feedback and using it to improve systems and processes.

• Ability to manage conflicts, collaborate across functions, and use data analytics to drive continuous improvement.

• Strong attention to detail, ensuring accuracy and thoroughness in all tasks with the ability to multi-task and work in a fast-paced, dynamic environment.

• Experience in handling unique/specialized accounts and applying standard collection practices.

• Foundational proficiency in digital tools and automation, with basic experience in prompt writing and utilizing AI technologies to improve efficiency.

• Knowledge of FDCPA and UDAAP policies.