Business Ops Sr Specialist I - ATM MONITORING - Columbus, OH at JPMorgan Chase Bank, N.A. in Columbus, Ohio

Job Description:

Level 1 Agent works with Level 2, Level 3 and Supervisors to evaluate and resolve issues, and escalates to Vendor Escalation Team as necessary. Level 1 will also work with ATM Business Support to provide feedback on the toolset. This includes:

Provide excellent service for customer calls

Ensure incident documentation is well-written and easily understood and actionable by vendors and partners

Have or develop extensive knowledge of ATM processes and technology

Be required to learn quickly and utilize a number of supporting systems

Demonstrate the Shared Values and Behaviors (Service, Collaboration, Innovation, Ownership and Integrity) when working with customers and fellow employees to create a positive customer experience and working environment

Pro-actively manages ATM incidents to ensure timely resolution and appropriately document comments and escalation. Common tasks include:

• Researching ATM performance/health

• Resolving ATM failures (e.g., ATM load/reboot)

• Requesting or escalating ATM vendor service

• Requesting cash replenishment

Maintain strict adherence to established risk procedures and on-going risk education:

• Follow customer authentication procedure and ensures staff procedures are in line with establish Risk protocols.

• Report privacy breaches following established risk procedures.

• Completes assigned risk training on time. Ensure staff is risk compliant according to Risk policies and procedures.

• Assist in the daily, weekly, and monthly assessment of AMG Risk avoidance.

Receives and resolves incoming telephone service calls within SLA:

• Responds to vendor or Chase Security calls

• Responds to Branch or Off Site Store Location calls

• Document calls using standard tools

Special projects as assigned, including:

• Continuous improvement projects

• Other assignments

Skill/competency requirements

• Proficient verbal and written communication skills

• Help desk or call center skills

• Analytical and problem solving skills

• Ability to follow guidelines and procedures

• Strong customer service skills

• Ability to adopt and implement changes quickly

• Attention to detail

• Influencing skills for improving vendor delivery

• Negotiating skills to facilitate resolving issues.

• Understanding of when to escalate for timely issue resolution

• Courageous with making decisions for customer satisfaction

• Problem solving skills

• Proficient MS Office skill

Knowledge/experience/education requirements

• Customer service and/or banking experience preferred

• High School degree accepted/ some college preferredChase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

Equal Opportunity Employer/Disability/Veterans