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Form of work Organization Description
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.
Centralized Transaction Operations (CTO), which is aligned under CCB which provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.
Banking Center Service & Resolution (BCS&R) is one of the core functions of CTO. BCS&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. BCS&R provides a variety of operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. BCS&R includes several Centers of Excellence that are recognized company-wide for their exemplary service and support.
Job responsibilities
Customer Resolution Services is seeking a leader for our Remit Lockbox and Domestic Research team . This team is responsible for receiving and processing adjustment requests and inquiries through a variety of channels, researching check processing errors, as well as Daily Service level agreement deadline. Day to day r esponsibilities include:
Required qualifications, capabilities, and skills
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
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.
Centralized Transaction Operations (CTO), which is aligned under CCB which provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.
Banking Center Service & Resolution (BCS&R) is one of the core functions of CTO. BCS&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. BCS&R provides a variety of operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. BCS&R includes several Centers of Excellence that are recognized company-wide for their exemplary service and support.
Job responsibilities
Customer Resolution Services is seeking a leader for our Remit Lockbox and Domestic Research team . This team is responsible for receiving and processing adjustment requests and inquiries through a variety of channels, researching check processing errors, as well as Daily Service level agreement deadline. Day to day r esponsibilities include:
- Lead team of 12-16 team members based in Indianapolis and maintain an effective working partnership with our peer location in Bengaluru.
- Manage all aspects of daily team performance including productivity, quality, controls, and engagement.
- Review and adjust staffing and priorities to align with incoming volume trends.
- Partner with department training specialist to maintain knowledge and skill development.
- Partner with change manage program to ensure the team is prepared for system & process enhancements.
- Maintain and refine timeliness and accuracy metrics.
- Encourage and champion continuous improvement ideas, tools, and practices.
Required qualifications, capabilities, and skills
- Customer Resolution Services researches and processes financial adjustment requests for all Lines of Business across the Firm, including Retail,
- Minimum 3+ years industry experience, preferably in financial services
- Motivate, mentor, and lead talented professionals to deliver outstanding results
- Strong judgment in balancing risk management and customer experience dimension
- Strong interpersonal skills (listening, negotiating, influencing, building trusting relationships)
- Excellent written and oral communications, including the ability to simplify and communicate complex issues for a variety of audiences
- Industry Knowledge on Consumer Banking, Compliance & regulatory practices
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
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.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
