At JP Morgan Chase, we have an obsession for helping our clients, delivering extraordinary customer service and building relationships while taking care of our employees and demonstrating a strong commitment to diversity, equity and inclusion. 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 mi... more details
At JP Morgan Chase, we have an obsession for helping our clients, delivering extraordinary customer service and building relationships while taking care of our employees and demonstrating a strong commitment to diversity, equity and inclusion.
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
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