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Sr. Specialist III (Title Research Escalations Specialist) - Auto Finance - Ft. Worth, TX

Req #: 170110728
Location: Fort Worth, TX, US
Job Category: Operations
Job Description:

Working at Chase means making a real difference every day for your customers, your community and yourself. How? By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction. Successful candidates in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns. 


We have opportunities in our Title Research Escalations group.

Our Title Research group provides exceptional customer service to our external customers, dealers, and third party customers with a broad array of vehicle titling requests.


We are looking for individuals with a passion for Customer Service with the following skills:


Expert 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

Expert Communication Skills

  • Effective verbal and written communication with external and internal customers
  • Document customer account activities thoroughly and concisely
  • Engage in interactive dialogue through active listening

Expert Problem Solving Skills

  • Manage high level escalated problems logically and with good judgment to ensure the appropriate outcome
  • Make appropriate decisions on behalf of the customer quickly and effectively
  • Effectively prioritize work to ensure efficiency  
  • Conduct advanced research to research customer issues and solves problems

Expert Analytical Skills

  • Critical thinker and ability to exercise independent judgment  
  • Acute attention to accuracy and detail  
  • Required to abide by all applicable regulatory and department practices and procedures

Expert Computer Skills

  • Experience with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Fluency in Windows Operating Systems and Microsoft Office tools

Leadership Skills

  • Demonstrated ability to mentor team members  
  • Experience leading a project or task

Chase provides a professional and fun environment for employees so they can focus on providing great service to our customers.  As part of a diverse and dynamic team, Specialists receive ongoing training and development to enrich their skills and build a career at Chase.


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 may vary. Candidates must be willing to work schedules during our operating hours, which may include evenings and weekends based on business needs. 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.


  • Minimum of two years of customer interaction or customer support experience strongly preferred, either by phone or face-to-face
  • Previous experience in motor vehicle operations or with the Department of Motor Vehicles preferred; Knowledge of auto titles preferred
  • Previous experience mentoring peers or leading a project strongly preferred
  • Excellent written and verbal communication skills necessary to initiate and respond to client and executive office inquiries via telephone and in writing
  • Previous negotiation skills strongly preferred
  • Must be willing to work in an environment that requires phone-based customer interaction
  • Proficiency with expert computer functions including MS Office suite strongly preferred
  • High School Diploma or equivalent required
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