The Customer Experience and Communications organization seeks to simplify and strengthen customer experiences and build customer trust by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.
The Complaint Management and Oversight (CMO) group sits within this organization and is tasked with ensuring the management, oversight and understanding of complaints that we receive across the Chase Consumer and Community Bank (CCB).
This role is responsible for oversight of complaint program processes and data across CCB. Regular activities include daily data validation and monitoring, and engagement and coordination with business partners related to findings and process correction.
The Associate will engage process/channel owners, stakeholders and subject matter experts in the course of their work and develop proposals for process improvements. Successful candidates must be able to gather, analyze and synthesize data, connect insights in a meaningful way, and communicate with varying levels of leadership across LOBs and functions.
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