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Sr Specialist I - SCRA Call Center

Req #: 170115026
Location: Columbus, OH, US
Job Category: Operations
Job Description:

Position Summary:

The Chase Military Services Senior Service Specialist I is responsible for resolving escalated customer issues and complaints with limited supervision.  The Senior Service Specialist will build collaborative relationships with external/internal customers striving to provide the best possible service experience.

They are also responsible for protecting the firm by following sound risk management protocols and adhering to regulatory requirements.

The Senior Service Specialist also proactively coordinates process improvement activities, provides guidance and assistance to Customer Service Specialists, refresher training, and management tracking/reporting on customer inquiries handled by Customer Service Specialists.

 

Core Competencies:

  • Build positive relationships and instill confidence with customers and internal partners
  • Demonstrated exemplary work ethic
  • Demonstrated experience operating and assisting customers with a sense of urgency while balancing quality of work
  • Ability to communicate difficult messages with empathy and respect while maintaining professional demeanor
  • Excellent research  skills required
  • Must possess superior writing and editing skills
  • Superior verbal and interpersonal communication skills
  • Excellent problem-solving and analytical skills to identify opportunities for improvement, as well as improve customer satisfaction
  • Strong attention to detail
  • Excellent time management and organizational skills with the ability to maintain detailed records
  • Ability to work effectively with peers and various levels of management
  • Demonstration of the 5 Key attributes

 

Principal Duties and Responsibilities:

  • Ability to apply effective listening skills and strong client focus mindset with proficiencies in consulting/advising team members, answering inquiries, and managing difficult customer situations
  • Must possess good judgment and decision-making skills
  • Ability to multi task (e-mail, phone, meetings, and maintaining workload)
  • Review account files, supporting documentation, and any other information that may assist in fulfilling or resolving  a customer inquiry or complaint
  • Communicate and follow-up on cases to ensure customer’s case has been worked and resolved
  • Develops and maintains key contacts and working relationships with various functional servicing areas
  • Proactively seeks and maintains a working knowledge of select processes and current procedures of other functional areas which are necessary to facilitate research and provide resolution
  • Assist in improving team quality and productivity (process improvements, innovation, and team building)
  • Work under minimal direction while assisting Team Leaders to find creative solutions to resolve issues within the prescribed SLA

 

 

 

Qualifications:

·         Must have 2+ years of experience in either a Card, Mortgage, Auto, Consumer,

·         Branch Banking or Escalation role

·         Minimum experience of 1+ year(s) in a customer facing role

·         Advanced knowledge of PC software (MS Word, Excel, and SharePoint)

·         Must possess good judgment and decision-making skills; ability to work independently with limited supervision

·         Ability to multi task (e-mail, phone, meetings, and maintaining work load)

·         Ability to apply effective listening skills and strong client focus mind-set with proficiencies in consulting/advising team members, answering inquiries, and managing difficult situations with customers or third parties to find the right solution

·         Superior written and verbal communication skills

·         Strong understanding of Regulatory guidelines

 

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