About the Company
JPMorgan Chase & Co. is a leading global financial services firm with operations worldwide. We are committed to providing an inclusive environment where everyone feels valued and respected, and we foster a culture of integrity, collaboration, and innovation. Our mission is to help our clients and communities thrive, every day.
Job Description
We are seeking a dedicated and empathetic Remote Online Complaint Resolution Agent to join our Customer Service team. In this critical role, you will be responsible for investigating, mediating, and resolving customer complaints received through various online channels. You will act as a primary point of contact for complex issues, ensuring a fair and satisfactory outcome for both the customer and the company, while upholding our commitment to exceptional service and compliance standards.
Key Responsibilities
- Investigate and thoroughly document customer complaints received via email, chat, social media, and other online platforms.
- Communicate effectively and empathetically with customers to understand their concerns and provide clear, concise updates.
- Analyze complex issues, identify root causes, and propose effective, long-term solutions.
- Collaborate with internal departments (e.g., legal, compliance, operations) to gather necessary information and facilitate resolutions.
- Adhere to all regulatory guidelines, company policies, and service level agreements (SLAs) in complaint handling.
- Maintain detailed and accurate records of all customer interactions and resolutions in our CRM system.
- Identify trends in customer feedback and complaints, escalating systemic issues to management for process improvement.
Required Skills
- Proven experience in customer service, complaint resolution, or a related client-facing role.
- Excellent written and verbal communication skills with a strong command of grammar and tone.
- Exceptional problem-solving and analytical abilities.
- Strong empathetic listening skills and the ability to de-escalate challenging situations.
- Proficiency with CRM software and online communication tools.
- Ability to work independently and manage a high volume of cases effectively in a remote environment.
- Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.
Preferred Qualifications
- Bachelor's degree in Business, Communications, or a related field.
- Experience within the financial services industry.
- Knowledge of regulatory compliance pertinent to customer complaints (e.g., CFPB, OCC).
- Familiarity with dispute resolution processes and mediation techniques.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off and holidays.
- Parental leave policies.
- Tuition reimbursement and professional development programs.
- Employee assistance program.
- Remote work stipend for home office setup.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
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