Specialist I - Customer Service

Job Description

The Specialist I – Lease End Consultant provides exceptional customer service to customers approaching the end of their lease by clearly explaining end-of-lease options, addressing obligations, and guiding them through next steps. This role requires strong phone skills, the ability to manage a high volume of inbound and outbound dialer calls in a professional manner.

As a Specialists l within the Lease End Consultant team, you will work closely with internal and external partners to validate data and document accounts pertaining to Auto Leases. You will provide exceptional customer support to clients approaching the end of lease options. Following the quality initiatives as outlined by compliance and the Chase Auto line of business.

Job Responsibilities

• Deliver customer service support by identifying needs, resolving issues, and providing appropriate solutions.
• Communicate effectively with customers and colleagues through clear verbal, written, and active listening. 
• Manage customer expectations and build strong relationships to improve satisfaction 
• Apply problem solving and critical thinking skills to make sound decisions quickly and effectively
• Prioritize tasks, conduct research, and maintain accuracy while following regulatory and departmental guidelines. 
• Utilize computer systems, browsers, and Microsoft Office tools to document activities and support customer interactions. 

Required Qualifications, Capabilities, and Skills

• Minimum 1 year experience in a customer service or call center environment
• Strong verbal and written communication skills
• Proficiency in Microsoft Word, Excel, and Outlook
• Ability to manage multiple priorities, work under pressure and adapt to changing needs.
• Strong attention to detail with excellent organizational skills 
• Flexible scheduling availability to meet business needs
• Ability to work independently while collaborating effectively with team members 

Preferred Qualifications, Capabilities, and Skills

• Auto lease experience
• Call Center experience
• Knowledge of Chase Auto systems to include iCAF and Aspect

About Us

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, paid in the form of cash and/or forfeitable equity, 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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.