Account Escalation Specialist IV

Embark on a rewarding career where your skills will support key initiatives and expand your capabilities.

Join us to provide exceptional service and innovative solutions, contributing to team success.

As an Account Escalation Specialist IV within JPMorganChase, you will be the primary liaison for clients with complex financial products.

You will handle digital customer complaints and escalations, providing exceptional service and innovative solutions.

Your role involves analyzing intricate data, resolving non-routine issues, and mentoring team members, all while ensuring data integrity and effective communication.

Job responsibilities



* Leverage analytical skills to interpret intricate financial data, providing insights that enhance customer service and support decision-making.


* Demonstrate professionalism and respect in addressing customer issues across various channels, ensuring a positive experience.


* Collaborate effectively with team members and departments to resolve complex customer issues, balancing needs with compliance.


* Maintain data integrity by accurately recording complaints and inquiries, ensuring efficient management and resolution.


* Organize and prioritize tasks to meet timelines, demonstrating ownership and responsibility in managing customer needs.


* Guide and support junior team members, fostering an innovative environment that encourages growth and development.

Required qualifications, capabilities, and skills



* Utilize data analysis and technology skills to troubleshoot and resolve issues effectively.


* Apply customer service experience to handle complaints and escalations, ensuring high satisfaction levels.


* Communicate effectively in writing and verbally, interacting with all business lines and senior partners.


* Mentor and develop team members, empowering them to take ownership of their work.


* Manage multiple tasks efficiently, ensuring timely completion of responsibilities.

Preferred qualifications, capabilities, and skills



* Experience in call centers, writing customer case notes, emails, or letters, demonstrating effective communication.


* Familiarity with mortgage servicing systems, enhancing ability to manage account-level transactions and disputes.


* Consistent track record of delivering high-quality work, meeting or exceeding performance standards.


* Maintain professionalism and tact under pressure, effectively managing challenging situations.

JPMorganChase, 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 offer a competitive total re...