Quality Specialist III - Life Event Operations - JPMorgan Chase Bank, N.A.

Come and join Quality Specialist III in our Life Event Operations Quality group supporting quality efforts to ensure compliance with our Service members Civil Relief Act (SCRA), Chase Accessibility Services, and Military Lending Act (MLA) Ops and call center teams.

As a Quality Specialist III, in Life Event Operation team, you will perform quality call monitor reviews on our SCRA, MLA, and Chase Accessibility Services divisions. You will perform quality call monitor reviews includes listening to calls and monitoring for actions taken on accounts for accuracy in accordance with SCRA, Chase Accessibility or MLA policy, procedure and regulatory requirements. Also you will review data on multiple systems and applications, and make analytical decisions to ensure the correct information and actions are taken for the customer.

Job responsibilities

• Listen to calls, reviews client information, client interaction notes, and processes for quality evaluation purposes and escalates
• Perform quality call monitors including ensuring firm wide policy requirements, and procedures are met, reviewing data on multiple systems and applications
• Make analytical decisions to ensure customer inquiries were handled appropriately.
• Record quality information, issues and track for error trend purposes
• Meet established productivity and quality goals
• Follow quality control procedures, JPMorgan Chase policy, compliance, and regulatory requirements

• 1+ years of experience in an auto, and/or card, mortgage loan servicing environment
• Strong written and verbal communication skills
• Demonstrate a keen attention to detail
• Ability to work independently while applying competencies in routine and complex situations
• Adapts to change quickly
• Proficient in accessing multiple systems, platforms, applications, and data sources in various environments.
• Strong analytical, problem solving and decision-making skills.
• Strong organizational skills and have the ability to multi-task.
• High School Diploma or GED

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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation 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