Virtual Engagement Specialist - JPMorgan Chase Bank, N.A.
Westerville, OH 43081
About the Job
As a Virtual Engagement Specialist in the Business Banking team, you will proactively engage with up to 50 clients per day, improving their banking experience and the well-being of their businesses by offering financial solutions, education, advice, and mitigating pain-points. You will assist clients with enrollment and activation for appropriate business banking products, consult with them to understand their business cash flow cycle and transaction channels, and identify cash management and fraud protection services. You will also work collaboratively with partners across lines of business to connect clients with specialists who can help meet their financial needs, and ensure a positive client experience by resolving issues and addressing feedback. Your role will also involve assisting new clients with Chase Business Online setup and navigation, and adhering to firm's risk management protocols and regulatory banking requirements.
Job responsibilities
- Engage with clients over the phone in order to deliver an outstanding experience to Chase Business Banking clients by proactively providing comprehensive business banking solutions tailored to the financial needs and circumstances of the businesses
- Assist clients with enrollment and activation for appropriate business banking products
- Consult with client to understand the business cash flow cycle and transaction channels to identify cash management and fraud protection services
- Identify the personal financial goals and needs of business clients; build collaborative relationships with partners across lines of business (BRMs, BSBs, and One Chase partners) to connect clients with specialists who can help meet their financial needs
- Drive a positive client experience by engaging appropriate service teams to resolve issues, initiate contact with client to address feedback from survey results; escalate issues that require additional assistance or resolution
- Virtually assist new clients with Chase Business Online setup and navigation
- Document, track and follow all processes and protocols accurately and timely, while protecting the firm by applying sound risk management protocols and adhering to policies, procedures and regulatory banking requirements
Required qualifications, capabilities, and skills
- Ability to balance needs of clients with associated risks and interests of the firm
- Ability to determine priorities and maintain a balanced work approach to achieve business objectives
- Ability to establish and consistently follow a disciplined process to plan activities, manage time and accomplish tasks and objectives
- Ability to make sound decisions that consider and balance the needs of the customer and the bank
- Display professionalism in written and oral communications, both internally and externally
- Client service skills, including phone queue handling
Preferred qualifications, capabilities, and skills
- Related customer service and/or financial relations experience
- General knowledge of core business products and services including deposit, lending and cash management
- Strong video conference and written communication skills with individuals at all levels, internally and externally
- Ability to proactively build relationships with clients and internal partners and influence others, in a fast-paced environment, to achieve desired outcomes
- Ability to understand the overarching business banking product suite and business environment both internally and externally
Work Schedule
- Monday - Friday, 8am-5pm EST
- In office 5 days a week
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.