Join Chase, where you will have the opportunity to make real innovative impacts to our customers and be part of a creative and dynamic environment where every day brings new challenges and opportunities.As a Transactions Analyst in the IMCC (Integrated Monitoring and Control Center) department you will primarily be responsible for receiving service now tickets and resolving the request from start to finish. If a resolution is not easily applicable you will be responsible for communicating with level 2 and level 3 teams for escalation and resolution.Job responsibilities
Provide Level 1 application support to other lines of businesses, Monitor Jobs and Applications for issues
Respond to inquiries by telephone or email for internal/external clients taking ownership of issue resolution.
Analyze details and research utilizing multiple systems to resolve problems via telephone/email. Resolution may require outbound call to fully resolve concern and ascertain client satisfaction.
Use thorough product/process knowledge to resolve unique or challenging inquiries/problems.
Maintain strict adherence to established risk procedures and on-going risk education for staff members.
Escalate concerns to appropriate production area and or vendor partners when necessary to ensure speedy resolution and customer satisfaction.
Resolve Problems that may require deviation from established scripts and protocols to resolve issues. Advocate for the best solution for the customer.
Complete on-going service / process education to maintain and strengthen the customer experience through excellent quality.
Adhere to CTO established service standards to meet quality monitoring, instant feedback, and VOC goals.
Participate in site projects as SME for service enhancements of system and processes.
Participate in turnover call and process/business related meetings
Required qualifications, capabilities, and skills
Excellent Verbal and written communication skills with all levels of management, Ability to engage with people immediately and build relationships
Ability to work and make decisions with minimal supervision. Assist other team members with problem resolution to create a team synergy focused on the customer concern.
Team player and willing to learn from peers
Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
Strong problem solving and decision-making skills
Organizational skills, ability to multi-task and time management
Microsoft office skills - Advanced in excel
Technical qualification/skills such as SQL,
Ability to drive efficiencies
Ability to thrive in a fast-paced environment while operating with a sense of urgency, Self-Starter, Flexible and Willing to Stretch for Business Needs
Ability to analyze large data files and identify trends required
Preferred qualifications, capabilities, and skills
Prior Training/coaching experience
Prior Level 1 incident management experience
Recent banking center operations experience preferred
Some college or equivalent experience, preferred
Work Schedule: Ability to work on call as needed for major incidents including overnight support and flexibility for work schedule (days, nights, weekends and holidays)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.Equal Opportunity Employer/Disability/Veterans