Retail Collections Specialist II

At Chase, you will help our customers win by offering them creative solutions to resolve overdrawn or past due accounts. The Customer Outreach Specialist's work is creative, exciting, and fulfilling every day.

As a Specialist II in Customer Outreach, you will receive a mix of inbound and outbound calls where you will identify and propose repayment solution options, negotiate terms, and gain commitment from our customers. You will also advise them on ways to prevent their account from becoming overdrawn or past due in the future. Your work will be impactful to our customers and our business results. Your commitment to the customer experience paired with your internal competitiveness will allow you to thrive in our fast-paced environment.

Job responsibilities

• Works in a call center environment that requires 100% phone-based customer interaction

• Demonstrates excellent communication, negotiation, and decision-making skills, while staying engaged with our customers

• Communicates with customers in a metrics-driven environment

• Navigates multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment

• Takes ownership of each customer interaction while treating them with respect and responding with empathy

• Works both independently and in a team environment

• Abides by all applicable regulatory and departmental practices and procedures

Required qualifications, capabilities, and skills

• Minimum of 2 years of customer interaction or customer support experience required, either by phone or face-to-face

• Minimum of 1 year computer experience required, utilizing multiple computer applications in a Windows-based environment

• High school diploma or GED required

Preferred qualifications, capabilities, and skills

• Ability to multitask using a computer and simultaneously provide customer support

• Comfortable in a fast-paced, consistently changing environment

• Previous experience working in a Collections, Sales, Retail or Customer Service industry

• Have a passion for helping people by solving problems, presenting, and explaining solutions

Work Schedule:

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. Specific schedule information will be provided by the Recruiter.

This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.

Chase 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

Equal Opportunity Employer/Disability/Veterans