Account Specialist I - Retail and Card Services - Taguig

Location: Metro Manila, National Capital Region, Philippines

Job Family: Account Service

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a commitment to innovation and customer-centric solutions. As an Account Specialist I in our Retail and Card Services Call Center team in Taguig, you will play a vital role in supporting customers across the Philippines and beyond. This position involves handling inbound calls to address a wide range of inquiries related to checking and savings accounts, credit cards, and digital banking services. You will embody our core values of integrity, excellence, and respect by delivering exceptional service that helps customers navigate their financial needs in one of the world's most trusted banks. Join a dynamic team in Metro Manila where your contributions directly impact customer loyalty and satisfaction in the competitive financial services industry. In this role, you will collaborate with a diverse group of professionals in a state-of-the-art call center environment, utilizing advanced technology to resolve issues efficiently. Key aspects include verifying customer identities, processing transactions securely, and providing guidance on JP Morgan Chase's innovative products like Chase Sapphire credit cards and mobile banking apps. You will adhere to strict regulatory standards, including those set by the Bangko Sentral ng Pilipinas and international compliance frameworks, ensuring every interaction upholds our reputation for reliability. This entry-level opportunity offers hands-on experience in financial services, with pathways for career growth into senior specialist or supervisory roles within JP Morgan's global network. We value work-life balance and professional development, offering robust training programs to enhance your skills in customer service and financial acumen. If you are passionate about helping people achieve their financial goals and thrive in a fast-paced setting, this position at JP Morgan Chase in Taguig is an ideal fit. Apply today to be part of a team that drives innovation in retail banking and card services, contributing to the success of millions of customers worldwide.

Key Responsibilities

• Respond to inbound customer calls regarding retail banking and credit card accounts, providing accurate information and solutions
• Assist customers with account inquiries, such as balance checks, transaction history, and payment processing
• Resolve issues related to card activations, disputes, fraud alerts, and account maintenance
• Educate customers on JP Morgan Chase's retail and card services, including digital banking tools and rewards programs
• Ensure compliance with banking regulations, including KYC (Know Your Customer) and anti-money laundering protocols
• Document all customer interactions in the CRM system for accurate record-keeping and follow-up
• Collaborate with internal teams to escalate complex issues, such as loan applications or investment referrals
• Meet performance metrics, including call handling time, customer satisfaction scores, and resolution rates
• Identify opportunities to cross-sell JP Morgan Chase products based on customer needs
• Contribute to team goals by sharing best practices in a dynamic call center environment

Required Qualifications

• Bachelor's degree in Business Administration, Finance, or a related field
• At least 1 year of experience in customer service, preferably in a call center environment
• Strong understanding of retail banking and credit card products
• Proficiency in English, both written and verbal, for customer interactions
• Ability to work in a fast-paced, high-volume call center setting
• Basic knowledge of financial regulations and compliance standards in the banking industry
• Availability for shift work, including nights and weekends

Preferred Qualifications

• Experience in handling financial inquiries or account management in a banking context
• Familiarity with JP Morgan Chase products and services
• Certification in customer service or financial services (e.g., telesales or compliance training)
• Bilingual proficiency in English and Tagalog
• Previous exposure to CRM systems used in financial services

Required Skills

• Excellent verbal and written communication skills
• Active listening and empathy in customer interactions
• Problem-solving and critical thinking abilities
• Attention to detail for accurate data entry and compliance
• Time management to handle multiple calls efficiently
• Knowledge of Microsoft Office Suite and CRM software (e.g., Salesforce)
• Basic financial literacy, including understanding of interest rates and fees
• Adaptability to changing policies and customer needs
• Team collaboration in a multicultural environment
• Telephone etiquette and de-escalation techniques
• Familiarity with banking terminology and products
• Data privacy and security awareness
• Resilience in high-pressure situations
• Analytical skills for reviewing account statements
• Customer-oriented mindset focused on satisfaction

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health insurance coverage, including medical, dental, and vision plans
• Retirement savings plan with employer matching contributions
• Paid time off, including vacation, sick leave, and public holidays
• Professional development opportunities through JP Morgan's internal training programs
• Employee assistance programs for mental health and wellness support
• Flexible work arrangements and shift differentials for non-standard hours
• Access to JP Morgan's global employee discounts and perks

JP Morgan Chase is an equal opportunity employer.