Customer Care Research Associate (General Misdirects) – (090052899)
RESPONSIBILITIES:

The Cust Care Research Associates II is responsible for maintaining the accuracy and efficiency of routes within the CCW applications for all lines of business and creating and maintaining route types.  The Cust Care Research Associates II communicates with AVP and VP level management to ensure route types are accurately reflected in the systems and provides ongoing feedback to end users of the CCW system regarding the incorrect use of route types.

Performs the following actions:

- Complete and provide feedback for Misdirected Routes within assigned SLA.

- Identify the proper actions that should have been taken when reviewing a misdirected route, and ensure the customers issue is resolved as quickly as possible

- Identify trends of misdirect routes.

- Interact with management to ensure the CCW system is properly used.

- Communicate with management to eliminate risk of inactive user inboxes.

- Communicate with other departments to ensure CCW reporting remains accurate.

- Create and provide reporting of Misdirected routes.

- Responsible for identifying procedure gaps for routing procedures.

REQUIREMENTS:

* 100% Customer Service Oriented Attitude

* Customer Service skills and mind-set

* Problem resolution, detail oriented

* Written and verbal communication

* Work as a team with shared goals

* Manage competing priorities with a sense of urgency

* Quick learner/adaptable and thrive in a changing environment

* Preferred Customer Care Professional experience along with prior working knowledge of loan products.

Knowledge Requirements:

* Three years mortgage servicing experience preferred but not required.

* Strong familiarity with Customer Care Policies and Procedures for CCP’s

* Strong understanding of Access, Excel, Word.

* Knowledge of CHF servicing systems, MSP, CCW, LSA, VLS, CA and Infosource helpful.

* Strong technical aptitude.

* Solid PC / software knowledge including; MS Word, MS Access, MS Excel.

ADDITIONAL REQUIREMENTS:

* Must be a regular employee with at least 9 months tenure in the company.

* Must have a YTD PMP score of 2.5.

* Candidate must not be in any Performance Improvement Plan.

* Must not have received any written warnings or suspensions for the past 12 months.

Company Name :
JPMorgan Chase & Co.
Industry :
Call Center / IT-Enabled Services / BPO
Type of Company :
Private Limited Company, Foreign Based Company
Location :
7/F Net Quad Bldg., 4th Ave. Corner 30th St., Fort Bonifacio, Global City Taguig City -
WebSite :

http://www.jpmorgan.com