Account Specialist I

Location: Mumbai, Maharashtra, India

Job Family: Account Service

About the Role

At JPMorgan Chase, we are a leading global financial services firm with operations spanning investment banking, consumer and community banking, commercial banking, and asset management. As an Account Specialist I in our Mumbai Call Center team, you will play a vital role in delivering exceptional customer service to our diverse client base. This position is ideal for individuals passionate about the financial services industry, where you will assist customers in navigating their banking needs using innovative tools and solutions provided by one of the world's most respected banks. Based in Mumbai, Maharashtra, India, you will contribute to our commitment to innovation and client satisfaction in a dynamic, 24/7 operational environment. Your primary focus will be handling inbound inquiries from customers seeking assistance with account management, transaction processing, and product information. You will leverage your knowledge of JPMorgan Chase's offerings—such as digital banking apps, credit cards, and investment options—to provide accurate, timely resolutions. This role demands a blend of technical proficiency and interpersonal skills to ensure every interaction upholds our high standards of integrity and compliance, including adherence to RBI guidelines and global regulatory frameworks. By documenting interactions meticulously and escalating complex cases, you will help maintain seamless operations and build lasting customer trust. Joining our team means becoming part of a supportive culture that values professional growth and work-life balance. You will have opportunities to advance within JPMorgan Chase's expansive network, gaining exposure to cutting-edge financial technologies and global best practices. We foster an inclusive environment where your contributions directly impact our mission to enable economic growth for clients worldwide. If you thrive in a collaborative setting and are eager to make a difference in financial services, this role offers a rewarding entry point to a fulfilling career at JPMorgan Chase.

Key Responsibilities

• Respond to inbound customer calls and emails regarding account inquiries, transactions, and product information
• Assist customers in resolving issues related to account balances, transfers, and payment disputes
• Educate clients on JPMorgan Chase's banking products, including checking, savings, and credit services
• Ensure compliance with regulatory standards and internal policies during all customer interactions
• Document customer interactions accurately in CRM systems for audit and follow-up purposes
• Escalate complex issues to senior specialists or supervisors when necessary
• Contribute to team goals by achieving service level agreements and customer satisfaction targets
• Stay updated on JPMorgan Chase's policies, product changes, and industry trends
• Collaborate with cross-functional teams to improve customer experience and operational efficiency

Required Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field
• 1-2 years of experience in customer service, preferably in a financial services or call center environment
• Strong understanding of banking products and services
• Proficiency in English; additional languages such as Hindi or Marathi are advantageous
• Ability to work in shifts, including nights and weekends, to support global operations
• Basic knowledge of compliance and regulatory requirements in the financial sector

Preferred Qualifications

• Experience in handling customer inquiries in a high-volume call center
• Familiarity with JPMorgan Chase systems or similar banking software
• Certification in customer service or financial services (e.g., NISM certification)
• Prior exposure to resolving complex account-related issues in a banking context

Required Skills

• Excellent verbal and written communication skills
• Strong problem-solving and analytical abilities
• Customer-centric approach with empathy and patience
• Proficiency in Microsoft Office Suite and CRM tools like Salesforce
• Knowledge of financial products such as loans, deposits, and digital banking
• Attention to detail for accurate data entry and transaction verification
• Time management skills to handle high call volumes
• Adaptability to fast-paced environments and changing priorities
• Basic understanding of KYC/AML regulations
• Team collaboration and interpersonal skills
• Technical aptitude for using telephony systems and banking software
• Active listening to understand customer needs
• Resilience in managing difficult customer interactions
• Multitasking ability during peak hours

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health insurance coverage for employees and dependents
• Retirement savings plan with employer matching contributions
• Paid time off, including vacation, sick leave, and public holidays
• Professional development programs and tuition reimbursement for relevant certifications
• Employee wellness programs, including gym memberships and mental health support
• Flexible work arrangements and shift allowances for call center roles
• Access to JPMorgan Chase's global learning platform for career growth

JP Morgan Chase is an equal opportunity employer.