Centralized Transaction Operations (CTO), which is aligned under Consumer and Community Banking (CCB), provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers. CTO has approximately 5,500 employees.
Under the direction of Group Manager Lew Fischer, CTO is committed to a culture based on shared values and behaviors. An ongoing focus for the organization is continuous improvement on behalf of the firm, shareholders, and foremost, customers – as achieved through a structured business planning and execution model.
Service & Resolution (S&R) is one of the core functions of CTO. S&R is a critical partner to Commercial Banking, Consumer & Community Banking (CCB) and the Corporate & Investment Bank (CIB), and works closely with internal CTO partners. S&R provides a variety of operational and financial controls, as well as compliance assurances, to mitigate risk for our customers and the company. S&R includes a number of Centers of Excellence that are recognized company-wide for their exemplary service and support.
We have an opportunity for an Escalation Analyst position in our CTO Escalations Service Center. Our CTO Escalations Service Center group provides exceptional customer service to both internal and external customers by assisting with resolving escalated issues when normal process channels fail. Primarily, customer requests are received via e-mail but there are some inquiries via phone and mail. Utilization of multiple systems are necessary in order to research and provide accurate feedback to meet resolution timeliness objectives. Strict adherence to quality standards is enforced with minimal room for error. The CTO Escalation Team also provides support with the Most Wanted Improvement Process, Customer Management Tool testing, Business Resiliency Plans, and researching Inquiry Reduction opportunities. This position will report to the CTO Escalations Manager. Knowledge of Chase Answers and the Customer Management Tool is helpful but not a requirement. Effective communication and time management are both vital for the person chosen for success. Demonstrate the Shared Values and Behaviors (Service, Collaboration, Innovation, Ownership and Integrity) when working with fellow employees to create a positive working environment.
General Job Responsibilities:
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Approach each experience with our internal/external clients with Integrity, Collaboration, Ownership, Service and Innovation to reflect the shared values of our organization.
- Work with staff, peers and other partners to drive continuous improvement and achieve service, productivity, quality objectives.
- Receive inquiries, quickly interpret and analyze data utilizing multiple systems to resolve problems primarily via email with limited inbound and outbound phone calls.
- Provide support to the Executive Office, internal lines of businesses, Central Operations and Teller Reconciliation Service Centers for escalated customer issues that cannot be resolved using normal channels.
- Support Banker Feedback submissions when the issue involved a CTO owned process.
- Approach each contact with an opportunity to educate the caller with process, product and system information to reduce repeat contacts and enhance customer experience.
- Escalate concerns to appropriate areas when necessary to ensure speedy resolution and customer satisfaction.
- Advocate for the customer to make decisions and do the right thing while maintaining a stable control environment.
- Adapt to changing needs & deadlines and remain calm when under pressure.
- May have special assignments and horizontal team activities as assigned by management.
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Ability to follow complex methods and procedures in the service support of diverse subject matter and routine/non-routine tasks.
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Monthly volume average is 75-100 e-mails and 10-15 phone calls per escalation analyst.
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Complete assigned training and cross-training to maintain service excellence.
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Adheres to CTOâs strict service standards to meet quality monitoring, and customer feedback objectives.
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Follow customer authentication procedures.
Minimum Qualifications:
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3+ years of experience in customer service, operations, preferably with work experience in back office operations.
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Ability to operate effectively in environments that involve; constant change, moderate degree of ambiguity, strong judgment in balancing customer experience and risk management.
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Ability to positively interface with other departments, colleagues, senior management and external customers.
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Organizational and leadership skills.
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Excellent verbal and written communication skills.
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Proficiency and experience with Microsoft Outlook, Excel, and Word.
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A strong aptitude for strategic thinking and tactical execution.
The ideal candidate will be committed to providing quality employee interactions, enjoy working in a high volume environment; and be able to provide knowledgeable and appropriate answers that enhance our customer experience.
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