Credit Card Account Specialist II

Location: Heathrow, FL, United States

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 a Credit Card Account Specialist II in our dynamic Call Center team based in Heathrow, FL, you will play a vital role in supporting millions of customers who rely on our world-class credit card products. This position within the Account Service category offers the opportunity to join a collaborative environment where your expertise helps customers navigate their financial journeys, from everyday transactions to complex disputes, all while contributing to one of the most trusted names in banking. In this role, you will engage directly with customers via inbound calls, providing expert guidance on credit card accounts, including balance inquiries, payment processing, rewards redemption, and fraud prevention. You will leverage JP Morgan Chase's advanced tools and resources to deliver efficient resolutions, ensuring compliance with regulations like the Fair Credit Billing Act and data protection standards. By identifying upsell opportunities for premium cards or linked banking services, you will help enhance customer satisfaction and loyalty, aligning with our mission to empower clients with innovative financial solutions in a secure and personalized manner. We value professionals who thrive in a fast-paced setting and are passionate about the financial services industry. As part of our Heathrow team, you will benefit from ongoing training on emerging trends like digital payments and cybersecurity, fostering your growth within JP Morgan Chase. This position not only offers competitive compensation but also the chance to make a tangible impact on customers' financial well-being while advancing your career in a supportive, inclusive culture that prioritizes work-life balance and professional development.

Key Responsibilities

• Handle inbound customer calls regarding credit card inquiries, including account balances, payments, and transaction disputes
• Assist customers in resolving issues such as billing errors, fraud alerts, and account restrictions in compliance with federal regulations
• Provide personalized solutions by recommending JP Morgan Chase credit card features, rewards programs, and additional financial products
• Process secure transactions, updates to account information, and credit limit adjustments while adhering to data privacy standards
• Document all customer interactions accurately in CRM systems to ensure seamless follow-up and audit compliance
• Collaborate with internal teams, such as fraud detection and collections, to escalate complex cases efficiently
• Meet or exceed key performance indicators (KPIs) including customer satisfaction scores (CSAT) and first-call resolution rates
• Stay updated on JP Morgan Chase policies, industry trends, and regulatory changes to deliver accurate advice
• Identify opportunities for process improvements in the call center to enhance customer experience
• Support peak call volumes by working flexible shifts, including evenings and weekends as needed

Required Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in finance, business, or related field preferred
• Minimum of 1-2 years of experience in customer service, call center operations, or financial services
• Strong knowledge of credit card products, banking regulations, and fraud prevention practices
• Proficiency in using customer relationship management (CRM) systems and telephony software
• Excellent verbal and written communication skills with the ability to handle sensitive customer information
• Ability to work in a fast-paced environment and meet performance metrics such as call handling time and resolution rates
• Must be authorized to work in the United States and pass a background check

Preferred Qualifications

• Experience in the financial services industry, particularly with credit card account management
• Bilingual proficiency in English and Spanish to serve diverse customer bases
• Previous exposure to JP Morgan Chase products or similar banking environments
• Certification in customer service or financial compliance (e.g., from the American Bankers Association)
• Demonstrated success in upselling financial products during customer interactions

Required Skills

• Customer service orientation with empathy and active listening
• Problem-solving and conflict resolution in high-pressure situations
• Knowledge of credit card operations, including EMV standards and PCI compliance
• Proficiency in Microsoft Office Suite and financial software tools
• Strong attention to detail for accurate data entry and transaction processing
• Time management to handle multiple calls and priorities efficiently
• Adaptability to changing customer needs and regulatory updates
• Team collaboration for cross-departmental support
• Basic financial literacy in areas like interest rates, APR, and credit scoring
• Telephone etiquette and clear articulation for professional interactions
• Analytical skills to review account histories and identify discrepancies
• Technical aptitude for troubleshooting digital banking issues over the phone
• Resilience to manage difficult customer conversations
• Organizational skills for maintaining call logs and follow-up tasks
• Commitment to ethical practices and confidentiality in handling sensitive data

Benefits

• Comprehensive medical, dental, and vision insurance plans with employer contributions
• 401(k) retirement savings plan with generous company matching up to 6% of eligible pay
• Paid time off including vacation, sick days, and 10 paid holidays annually
• Tuition reimbursement program for furthering education in finance or related fields
• Employee stock purchase plan allowing discounted shares of JP Morgan Chase stock
• Wellness programs including gym memberships, mental health support, and fitness challenges
• Parental leave benefits with up to 16 weeks of paid time off for new parents
• Professional development opportunities through internal training and leadership programs

JP Morgan Chase is an equal opportunity employer.