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Exec Office Sr Specialist II

Job Description

The Consumer and Community Banking Executive Office (CCBEO) receives complaints pertaining to Mortgage, Credit Card, Retail, and Auto Loans, that have been escalated to Chase senior management, regulatory agencies, government entities and the media. The CCBEO is a high pressure, fast paced environment with strict guidelines and deadlines. The CCBEO REE (Regulatory and External Escalations) teams are focused on building and managing relationships with customers, State Attorneys General, Congressional and Senate Offices, Department of the Treasury, HUD, and GSEs, as well managing complaints and inquiries received through these entities. 

Regulatory and External Escalations consists of three teams:

Complaint Resolver: Primary focus includes direct customer contact, research, and internal partner communication.  

Relationship Manager: Primary focus includes building and maintaining a strong relationship with regulatory agencies and managing cases with the Complaint Resolver.  

Evaluations and Support: Primary focus includes daily, weekly, and monthly reporting, quality oversight, and managing conference calls with regulatory bodies, as well as researching and tracking post resolution and agency inquiry cases.

Principal Duties and Responsibilities

·         Research incoming customer inquiries from State and Federal Regulatory agencies, including State Attorneys General, Department of Treasury, HUD, GSEs and other state regulatory agencies, and prepare clear and concise case summaries.

·         Build and maintain strong working relationships with customers and the office of State Attorneys General, Department of Treasury, HUD, GSEs, and other state regulatory agencies. Serve as the direct point of contact for all escalations from each office.

·         Lead regular conference calls as needed with state or federal regulatory agencies, Legal, Government Relations, and business partners to discuss case progress and identified issues.

·         Work closely with internal Executive Office teams as well as Business and Legal partners to meet Service Level Agreements


·         Identify policy and procedure gaps, as well as other opportunities to improve the customer experience, and present findings to management


·         Maintain established Quality Assurance standards for call quality and case handling.

·         Demonstrate, support and encourage the Chase Values.

·         Candidates must be able to work under pressure and thrive in a deadline driven environment.

·         Candidate must be willing and able to perform all functions within the scope of Regulatory and External Escalations Team, including Complaint Resolutions, Relationship Manager, and Evaluation and Support.


Knowledge and Experience

·         3+ yeas of mortgage servicing and default


·         Credit Card, Retail, and Auto Loans knowledge a plus but not required

·         Bachelors Degree, or equivalent work experience

·         Excellent communication and business & team partner-facing skills; able to develop and maintain successful relationships both internally and externally

·         Capable of handling multiple responsibilities simultaneously

·         Strong analytical, research, problem solving, and policy skills

·         Excellent interpersonal skills: very well organized with a knowledge of PowerPoint, MS Outlook, Word and able to learn other systems necessary to be fully operational in the role

·         Flexible in working hours and shift patters in order to meet the changing demands and requirements of the business

Req #: 160041855
Location: Columbus, OH US
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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