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Specialist I - Preferred 01 (June 8, 2018)

Req #: 180020816
Location: Taguig City, 00, PH
Job Category: Customer Service
Job Description:

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.


It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations.


JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.


JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.


Information about JPMorgan Chase & Co. is available at


Customer Service


Our Customer Service Organization provides exceptional customer service to our retail and credit card customers with a broad array of products and services.

The main role of a Preferred 01 Knowledge Team Customer Service Specialist (CSS) is to efficiently provide outstanding customer experience and resolution through expert analysis and investigation of card member's account and/or concern. Specialists receive call regarding card member charges, fees, interest rates, rewards and other credit card concerns.

The Specialist is expected to be the bank's advocate; being a dynamic and clear communicator is required to strengthen confidence and relationship of card member with the bank.

We have opportunities for Specialist I positions in our Customer Service group We are looking for individuals with the following skills:


Key Competencies

Customer Focus

Take ownership of each customer while empathizing and prioritizing customer needs

Resolve conflicts and manage customer expectations

Determine customer needs and provide appropriate solutions through relationship building


Communication Skills

Effective verbal and written communication with both external and internal customers

Document customer account activities thoroughly and concisely

Engage in interactive dialogue with customers through active listening


Problem Solving Skills

Approach 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

Conduct research as needed


Analytical Skills

Critical thinker and ability to exercise independent judgment
Accuracy and attention to detail

Required to abide by all applicable regulatory and department practices and procedures


Computer Skills

Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools

Fluency in Windows Operating Systems and Microsoft Office tools


Training Schedule:

Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter.


Work Schedule:

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.


Our team members are dynamic. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran

Must be willing to work in an environment that requires 100% phone-based customer interaction


• Proficien cy with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a

Windows-based environment strongly preferred


• Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 1 year relevant work experience

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