Account Specialist II - Cebu Consumer and Community Banking

Location: Cebu, Central Visayas, 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 II in our Cebu Consumer and Community Banking Call Center team, you will play a vital role in supporting customers across the Philippines by providing exceptional service and guidance on a wide range of banking needs. This position is ideal for professionals passionate about finance and customer interaction, offering the chance to contribute to one of the world's most respected banks while advancing your career in a dynamic environment. Located in Cebu, Central Visayas, you will join a collaborative team dedicated to empowering communities through accessible and innovative banking solutions. In this role, you will handle inbound customer calls and digital inquiries, troubleshooting account-related issues such as transaction disputes, balance inquiries, and product enrollments. You will leverage your knowledge of JP Morgan Chase's consumer banking portfolio—including checking and savings accounts, credit services, and digital tools—to deliver personalized recommendations that align with customers' financial goals. Compliance is key; you will adhere to strict regulatory standards, including anti-money laundering protocols and data privacy laws, ensuring every interaction upholds our firm's reputation for integrity and security. Your ability to resolve issues efficiently will directly impact customer satisfaction scores and contribute to our mission of fostering financial inclusion in the region. We value growth and development at JP Morgan Chase, providing ongoing training on emerging fintech trends and leadership opportunities within our global network. This position offers a supportive culture with diverse teams, work-life balance initiatives, and exposure to cutting-edge banking technologies. If you thrive in a fast-paced setting and are eager to make a meaningful difference in customers' lives, join us in Cebu to be part of a team that's redefining consumer banking for the future.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat regarding account management, transactions, and banking products
• Assist customers in resolving issues related to deposits, loans, credit cards, and online banking services
• Process account updates, transfers, and payments while ensuring compliance with JP Morgan Chase policies and regulatory standards
• Identify opportunities to recommend suitable financial products and services to enhance customer experience
• Escalate complex issues to senior specialists or supervisors as needed, maintaining accurate documentation
• Monitor and report on customer interactions to improve service quality and operational efficiency
• Collaborate with cross-functional teams to support community banking initiatives in Cebu
• Maintain up-to-date knowledge of banking regulations, fraud detection, and risk management practices
• Contribute to team goals by achieving service level agreements and customer satisfaction targets
• Participate in training sessions to stay informed on JP Morgan's innovative banking solutions

Required Qualifications

• Bachelor's degree in Business, Finance, or a related field, or equivalent work experience
• At least 2 years of experience in customer service, preferably in a financial services or call center environment
• Strong knowledge of banking products and services, including consumer banking solutions
• Proficiency in English, both written and verbal, with excellent communication skills
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously
• Familiarity with CRM systems and basic financial regulations in the Philippines
• Must be eligible to work in the Philippines and available for shift work including nights and weekends

Preferred Qualifications

• Experience in JP Morgan Chase or similar global banking institution
• Certification in customer service or financial services (e.g., AML/KYC training)
• Bilingual proficiency in English and a local language such as Cebuano or Tagalog
• Previous exposure to consumer and community banking operations
• Advanced knowledge of digital banking tools and fraud prevention

Required Skills

• Customer service excellence
• Problem-solving and critical thinking
• Knowledge of banking regulations (e.g., BSP guidelines)
• Proficiency in CRM software like Salesforce
• Active listening and empathy
• Time management and multitasking
• Attention to detail for accurate transaction processing
• Fraud detection and risk assessment
• Effective verbal and written communication
• Adaptability to changing financial products
• Team collaboration and interpersonal skills
• Basic data analysis for customer trends
• Technical proficiency in Microsoft Office Suite
• Resilience in high-pressure call center environments
• Commitment to ethical standards in financial services

Benefits

• Competitive base salary with performance-based incentives
• Comprehensive health insurance coverage including medical, dental, and vision
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and holidays
• Professional development opportunities through JP Morgan's learning programs
• Employee assistance program for mental health and wellness support
• Flexible work arrangements and shift differentials for non-standard hours
• Access to on-site amenities and employee discounts on financial products

JP Morgan Chase is an equal opportunity employer.