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Credit Operations Sr Specialist II

Job Description

As part of Chase Consumer & Community Banking Operations, you’ll join a team dedicated to providing great service and support to customers and colleagues across Chase businesses and products.

This candidate will join the Lending Operations function within New Customer Engagement, a dynamic group of call center teams that handle account reviews and other requests with new and existing Chase customers. This includes answering customer calls about pending credit requests, assigning credit and welcoming new customers to Chase, and handling inquiries from our existing customers when Chase has taken credit action.


The Inbound Acquisitions Call Center Credit Analyst will receive comprehensive training and certification, and then join our call center team assisting customers with questions and requests for credit. In this role on our Inbound team, you’ll assist customers calling our call center and have the opportunity to make judgmental credit decisions based on the information presented.



At the start of your employment with us, you will be in training. This training is essential to your success so your attendance and punctuality during training is mandatory. In addition, we will evaluate your knowledge and performance during and after completion of training. Both your successful completion of training and our evaluation that you are ready to move into your role are requirements for your continued employment. Your schedule for training will be:


Work Schedules

Work schedules will vary, and specific information for this opening will be provided by your Recruiter. In general, candidates must be willing to work schedules during our operating hours, which include evenings and weekends.


Panel Process

All New Hires are required to complete and successfully pass the Panel Evaluation during training in order to obtain Lending Authority. The Panel Evaluation Process is a component of training that evaluates your ability to apply the learned JPMC Lending Philosophy. In addition to fulfilling all other expectations of the position, your continued employment with Chase will be contingent on successfully passing the panel evaluation.


Key Responsibilities

·      Make judgmental credit decisions based on your training, departmental standards, and quality standards.

·      Answer customer phone calls, resolving questions and processing credit requests on new applications.

·      Help us improve by providing feedback and ideas about issues, policies, and comments you hear from customers.


·         Customer contact center experience preferred

·         Minimum of 3 years of lending experience required, consumer and business credit card lending experience preferred

·         Highly skilled in underwriting with a solid understanding of consumer credit and applicable federal and state regulations relative to consumer lending

·         Superior communication skills required; must be comfortable working in an environment with 100% phone-based customer interaction

·         Strong interpersonal skills; professional, courteous, customer-friendly, warm, empathetic, level-headed and composed

·         Strong analytical skills and the ability to efficiently make sound decisions based on analysis

·         Ability to work independently in a highly structured and fast paced environment

·         Open to change, ability to quickly learn new processes and adapt in a fast paced-environment

·         Takes initiative, adjusts quickly to change, and takes responsibility for results.

·         Motivated to deliver great customer experiences, maintaining a positive attitude in challenging situations by offering customers alternative solutions and enhanced products.

·         Proficiency in Windows and Microsoft Office Suite

·         Bachelor's degree preferred (a plus in business, finance or accounting)


More about the people we’re looking for:

Customer Focus

·         Takes ownership of each customer’s situation while empathizing and prioritizing their needs

·         Resolves conflicts and manage customer expectations

Communication Skills

·         Effective verbal and written communication with customers and colleagues

·         Engages in interactive dialogue with customers using active listening

Problem Solving Skills

·         Approach customer situations logically and with good judgment to ensure appropriate outcomes for our customers and the company

·         Comfortable with conducting research when needed to ensure sound decisions

Analytical Skills

·         Detail oriented, critical thinker, and dedicated to accuracy

·         Careful compliance with all regulatory and department practices and procedures

Computer Skills

·         Familiar with navigating multiple browsers, tabs, and windows, and instant messenger tools

·         Fluent in Windows Operating Systems and Microsoft Office tools

Req #: 160050596
Location: Tempe, AZ US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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