Sr. Specialist II - Negotiations / Insurance - Auto Finance - Phoenix, AZ

Job description

Successful candidates in this vital position are flexible and problem-solvers who enjoy helping customers resolve their questions and concerns.

Our Vehicle Remarketing group creates and delivers the right solutions to our customers to resolve account delinquency, directly impacting the risk of loss to the Bank. As a Senior Specialist II, you will be responsible for effectively managing a process designed to recover Bank owned vehicles that are in risk situations. Risk situations will include impounds, stored vehicles, and other situations where lien sales are pending or daily charges are accruing. Failure to react quickly could result in a financial loss to the Bank and the customer.

Tasks involved include accurately identifying damage, promptly filing insurance claims, accurately evaluating collateral values, effectively negotiating for release, quickly coordinating the recovery of the collateral, and potentially selling the vehicles at auction. There will be regular interaction with other Remarketing team members and Collections groups throughout Chase Auto Finance.

We are looking for individuals with a passion for Collections with the following skills:

Advanced Customer Focus
· Take ownership of each customer while empathizing and prioritizing customer needs
· Advanced relationship building skills
· Resolve conflicts and manage customer expectations
· Determine customer needs and provide appropriate solutions
Advanced Communication Skills
· Effective verbal and written communication with both external and internal customers
· Document customer account activities thoroughly and concisely
· Strong interpersonal skills
Advanced Problem Solving Skills
· Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome
· Make appropriate decisions on behalf of the customer quickly and effectively
· Effectively prioritize work to ensure efficiency
Strong decision making skills
· Advanced experience researching and resolving customer issues
· Advanced Analytical Skills
· Critical thinker and ability to make independent judgment
· Accuracy and attention to detail
· Required to abide by all applicable regulatory and department practices and procedures
Advanced Computer Skills
· Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
· Fluency in Windows Operating Systems and Microsoft Office tools
Chase provides a professional and fun environment for employees so they can focus on providing great service to our customers. As part of a diverse and dynamic team, Specialists receive ongoing training and development to enrich their skills and build a career at Chase.

Training Schedule:
Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter.

Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which are currently 6:00 AM – 5:00 PM, Monday-Friday. Specific information will be provided by the Recruiter.

Our team members are dynamic they. They seek opportunities to take initiative, adjust quickly to change, have a positive attitude, and take responsibility for results. They are able to deliver a great customer experience, even when handling challenging situations by offering customers alternative solutions and enhanced products.

Desired profile

· Minimum of two years of customer interaction or customer support experience strongly preferred, either by phone or face to face
· Previous negotiation skills strongly preferred
· Must be willing to work in an environment that requires 100% phone-based customer interaction
· Proficiency with advanced computer functions including MS Office suite strongly preferred
· High School Diploma or equivalent required
· Must be self-motivated, creative, and innovative
· Able to multi-task with good organizational and time management skills to maintain work volume
· Able to work effectively under deadline pressure
· Good communication /phone skills
· Auto industry experience strongly preferred
· Prior Collections experience preferred
· Auto insurance experience helpful

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran.