Account Specialist II

Job Description
This team receives inquiries from customers in need of information related to auto products, service assistance, and problem resolution.
As an Account Specialists in Auto Finance, you will work with applicants to ensure their needs and service issues are resolved accurately and in a timely fashion while providing a first in class experience for customers and employees seeking auto financing. This may include facilitating the application process by interfacing with customers to discuss products and verifying application information. Additionally, specialists make targeted outbound calls to highly interested customers with a focus on solving customer concerns and helping them finance their auto purchase with Chase.
Job Responsibilities

• Be a member of a call center team that interacts and provides service customers for Auto Originations
• Provide direction, solutions, and guidance to customers seeking to make a vehicle purchase from a dealer through inbound and outbound customer calls
• Build rapport and establish customer trust in Chase Auto Lending
• Control conversation to gather needed information and accurately update the Chase systems
• Convey auto loan decisions to customers
• Assist customers with changes to the auto loan application and provide next steps to clients based on product offered
• Answer general inquiries regarding the auto loan process (i.e. steps, rate quotes, etc.)
• Take auto loan applications over the phone for ADA customers & adhere to compliance regulations
• Collaborate with team members and partners by sharing information and expertise while working together to achieve work goals
• Understand Chase Auto products/services and the advantages of each
• Make outbound calls to customers who have filled out an online auto application, expressed interest in auto financing, or who have been prescreened for an auto loan

Required qualifications, capabilities, and skills

• High school diploma or equivalent
• Effective verbal and written communication with both external and internal customers
• Exhibit composure while maintaining efficiency during calls by remaining positive, focused, and even-tempered in a fast-paced, time sensitive environment and in challenging situations such as escalations
• Approach problems logically and with good judgment to ensure the appropriate customer outcome
• Critical thinker and ability to exercise independent judgment
• 2+ years client/customer service/call center experience

Preferred qualifications, capabilities, and skills

• Previous experience in the auto industry
• Bilingual Spanish a Plus

THE SCHEDULE FOR THIS ROLE WILL REQUIRE WORKING SATURDAYS
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.