Job Description

:Job SummaryThis position is responsible to enhance the customer experience through researching and resolving Chase ATM related customer claims, ATM deposit processing cash outages, ATM deposit processing diverted items, and payment exceptions. It requires to research and take decision on a customer claim whether to confirm or reverse the temporary credit given to the customer. It requires strong analytics and decision making skills as we need to identify & report fraudulent activities and also analyze ATM Exception trends; which helps the bank to reduce the losses.It requires use of various software (including Microsoft Office), web based, and mainframe applications. Communication, in both written and verbal formats with various Retail, Customer and CTO departments, of the results of research efforts within established service level agreements will be necessary. Additionally, the position may require some direct telephone contact with branches regarding filed claims and ATM Ledger outages. The successful candidate will also fill in as needed in various capacities outside of the daily workflow.JOB Responsibilities

• Responsible for checking ATM G/L outages & make necessary adjustment by contacting with clearing partners (Branch & Vendor).
• Responsible for risk management with settlements as need to research and take decision on customer claims
• Eye for detail is required as need to work on high dollar value claims
• Responsible for analyzing and resolving exceptions and out of balance conditions of Chase ATMs
• Ability to work on multiple applications & understand the transaction details and derive meaningful information
• Review and take decision on ATM check deposits claims according to bank guidelines
• Research on the ATM Payment Process exceptions according to bank guidelines
• Research and report Fraud trends by doing detailed research on customer account as well as verification of ATM deposits
• Ability to prioritize the work on aging requests as per Reg-E, & Reg-C guidelines provided by Federal Government
• Analyze cases and apply resolutions methods as per SOP guidelines
• Assist co-workers with job assignments as needed
• Refer and transfer complex issues/inquiries to Subject matter expert & Team Leader
• Enhance customer experience by meeting customer impact accuracy levels and reducing case resolution turnaround time
• Ensure processing discipline by meeting non customer impact accuracy levels and respond to escalations with a sense of urgency
• Take active participation in PMR, Q-board, and team huddle and also identify areas for process improvement
• Share process updates, feedback on quality, unique scenarios/updates in the team meetings & document MOM
• Identify refresher training needs and provide adequate learning to team members
• Conduct reviews on QC and QA cases worked by the TMs and share reports and feedback
• Responsible for new hire training and help them come up the learning curve
• Active participation on operations calls with site partners
• Back up for TL during his/her absence

Required Qualifications, Capabilities and Skills

• Exhaustive knowledge in ATM Claims and Exception Services (ACES) process
• Graduate in Commerce (Preferred) or Graduate in any stream with 3-4 yrs banking experience
• MS Office skills
• Oral & written communication skills
• Expert in the process/business knowledge
• Adaptability to change
• Excellent Client focus and Customer care working practices

Preferred qualification, capabilities and skills

• Attention to detail
• Problem solving
• Ability to work as a team
• Knowledge on Business processes and procedures
• Strong time management skills required to work on BAU & other initiatives
• Flexible attitude towards working hours due to the demands of the working place

About Us:JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.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 for more information about requesting an accommodation.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.

JPMorgan Chase