Commercial Banking-Client Service Analyst Service Center-Phone Team - Indianapolis, IN

Job Description

Commercial Banking : Commercial banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs. About Commercial Banking Service Center:
The Commercial Banking Service Center provides support nationally to our clients as well as internal Service partners for routine operational inquiries and issues. Commercial Banking Service Center – Phone Team: The Commercial Banking (CB) Phone Team through several skill sets provides support to both internal partners and our valued clients. The Phone Team facilitates various procedures by leveraging vast knowledge of Chase’s commercial networks while providing solutions to our clients banking needs. Job Description: The Client Service Specialist will report to a Client Service Manager as part of the Commercial Banking Service Center Phone Team. Daily responsibilities include communicating with client and internal partners providing simple and complex transactional solutions. You will be responsible for authentication, validation and processing of debit cards and approving money movement transactions. Auditing various functions for adherence to the Commercial Banks policy and procedures. You will have exposure to and will need to become proficient in various systems including: Outlook, Service Portal, Customer Assist, ESDS, eServe, Remit One Admin, CCA, Deal Manager and Mainframe. Key responsibilities include:

• Uncovering opportunities for clients to solve root cause and track back to appropriate channel while keeping relationship team engaged
• Critical eye towards internal & external fraud protocol. Strong risk and control awareness. Develop and implement procedures for high risk items.
• Ability to identify opportunities & coach clients on online platform tools for future self-service
• Assist with Data & Analytics for reporting. Strong practical experience of Excel, Visio, PowerPoint etc.
• Capacity to think laterally and convey an understanding of the big picture
• Ability to work with cross-functional global teams and interact with all staff levels
• Adhere to standard Service Level Agreement timeframes and standards with a sense of urgency
• Take ownership of client issues by providing exceptional end to end service
• Process improvements to enhance customer service efficiency and effectiveness

The final officer title and job grade is at the discretion of the firm and will be discussed at the time of offer. It may be different than what is listed on the requisition based on candidate experience level.

To be considered for this role, you may be required to complete a digital video interview, powered by HireVue.

Required Skills and Qualifications: The successful candidate must be able to demonstrate a structured approach to problem solving and have excellent written and oral communication skills. A keen eye for recommending and implementing change to improve effectiveness while minimizing risks. This individual should have a passion to ensure issues get resolved and a strong sense of ownership.

• Excellent organizational/problem solving skills/Project Management
• Excellent communication skills – both written and verbal
• Strong Analytical and analysis skills
• Strong risk and controls awareness
• Self starter, able to prioritize and work autonomously, under pressure and to fixed deadlines
• Ability to work with cross functional global teams and interact with all staff levels
• Expected to work independently with minimal supervision and escalate issues as needed to ensure a great customer experience.

Education (minimum education qualification required for the job)

• College degree or equivalent experience preferred

Work Experience: (minimum work experience required for the job)

• 5 years of full time work experience
• 3 years of relevant experience in similar industry/work