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Sr. Specialist II (Job Coach - Customer Fulfillment) - Auto Finance - Ft. Worth, TX

Job Description

Working at Chase means making a real difference every day for your customers, your community and yourself. How?  By putting others first, doing what’s right and creating solutions that make lives better. Build your career on our strong foundation and help shape what’s next for you and for us. Chase, a leading provider of diverse financial services worldwide, is actively seeking team members to create lifelong engaged relationships with our customers by delivering superior service and quality with every customer interaction.
Successful candidates in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns.
We have opportunities in our Customer Fulfillment - Payment Services group.
Our Customer Fulfillment group provides exceptional customer service to our auto finance customers with a broad array of products and services.
We are looking for individuals with the following skills:
  • Advanced Customer Focus
  • Take ownership of each customer while empathizing and prioritizing customer needs
  • Advanced relationship building skills
  • Resolve conflicts and manage customer expectations
  • Determine customer needs and provide appropriate solutions
  • Advanced Communication Skills
  • Effective verbal and written communication with both external and internal customers
  • Document customer account activities thoroughly and concisely
  • Strong interpersonal skills
  • Advanced Problem Solving Skills
  • Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
  • Make appropriate decisions on behalf of the customer quickly and effectively
  • Effectively prioritize work to ensure efficiency
  • Strong decision making skills
  • Advanced experience researching and resolving customer issues
  • Advanced Analytical Skills
  • Critical thinker and ability to make independent judgment
  • Accuracy and attention to detail
  • Required to abide by all applicable regulatory and department practices and procedures
  • Advanced Computer Skills
  • Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Fluency in Windows Operating Systems and Microsoft Office tools

Chase provides a professional and fun environment for employees so they can focus on providing great service to our customers. As part of a diverse and dynamic team, Specialists receive ongoing training and development to enrich their skills and build a career at Chase.
Training Schedule:
Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter.

Work Schedule:
The primary work schedule will be 9:00 AM – 6:00 PM, Monday – Friday.  Some flexibility may be needed based on business needs. Specific information will be provided by the Recruiter.

Our team members are dynamic they. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.
  • High School Diploma or equivalent required
  • Minimum of two years of customer interaction or customer support experience strongly preferred, either by phone or face-to-face
  • 2+ years in auto loan/leasing industry, credit bureau, tax operations, or municipality operations preferred
  • Previous job coach or peer leadership experience preferred
  • Core banking operations experience is a plus (Check Research, Account Maintenance, Retail Banking)
  • Ability to maintain and comply with applicable procedures, policies, and contractual obligations as they pertain to the process
  • Ability to follow complex methods and procedures in diverse routine and non-routine tasks
  • Strong sense of ownership
  • Excellent initiative and strong collaborative skills
  • Excellent verbal and written skills as position will require outbound calls/letter preparation
  • Strong organizational skills
  • Ability to work and prioritize  in a fast paced environment
  • Proficiency in verifying the completeness of data, entering date according to a specified format and preparing production reports  
  • Previous negotiation skills strongly preferred
  • Must be willing to work in an environment that requires 100% phone-based customer or third party interaction
  • Proficiency with advanced computer functions including MS Office Suite strongly preferred
  • Knowledge of Chase Auto Finance Servicing systems an asset (ALA, VLS, CALS, Recovery One, QUEST, iCAF)
Req #: 160045104
Location: Fort Worth, TX US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: 0 US Dollar (USD)

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