JPMorgan Chase Bank, NA Hiring for Account Specialist ll (Customer Travel Specialist) – cxLoyalty Job at Westerville, OH Full Time

Are you passionate about exceptional customer service? Do you love the travel industry? Join JPMorgan Chase as a Customer Travel Specialist! In this role you will use your training and knowledge to serve as a trusted travel advisor, identify individual customer needs, and provide them with exciting travel solutions. You will assist customers with redeeming their credit card points for travel experiences including, but not limited to airline tickets, car rentals, hotel accommodations, and travel insurance. You will support our customers by providing product and service information that will assist them in understanding the benefits we offer through our travel rewards loyalty program. In addition, you will assist customers in resolving issues including, but not limited to changes in travel plans, as well as troubleshooting issues relating to our travel website. In short, we’re looking for Customer Travel Specialists who can build lasting relationships with our customers while helping them plan their next unforgettable vacation getaway.

As a Customer Travel Specialist your primary responsibilities are:

• Provide swift, thorough, friendly, and effective customer service to all internal and external customers, remaining focused on creating great customer experience and loyalty.
• Understand individual redemption travel loyalty program requirements and use your in-depth knowledge and training to delight customers with customized travel experiences and help them make the most of their rewards
• Maintain comprehensive working knowledge of all programs, tools and systems
• Engage in cross-training that equips you to deliver personalized travel arrangements and support for customers with multiple types of reward accounts
• Meet and maintain individual monthly metrics
• Participate fully as a team to assist as needed in completing all functions related to servicing the client, including offering additional products that meet their needs
• Work a flexible schedule, when needed, to attend staff meetings and ongoing provided training designed to help you stay informed of all airline rules and regulations, other travel industry requirements, program guidelines, as well as any office procedures that will set you up for success assisting our customers
• Resolve product or service issues by clarifying the customer’s concern: determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting correction or adjustment
• Keep your manager fully informed of any issues or unusual matters that may arise as it relates to or impacts delivering exceptional service to our customers

Shift / Schedule Information :

Our operational hours are generally 6:00 AM – 1:00 AM, Monday through Sunday. Shifts will most likely be afternoon/evening hours, and will include at least 1 weekend day.

To be considered for this role you should have:

• 1+ years of inbound call center experience and/or travel industry experience preferred
• High school diploma or GED required
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Sales, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
• Strong computer skills, ability to navigate through multiple systems at once
• Advanced knowledge / proficiency with technology platforms using multiple screens in an online environment is required
• Experience using GDS / self-booking tools is preferred
• Ability to work independently while also working well with a team of other Travel Specialists

Equal Opportunity Employer/Disability/Veterans

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 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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the “WELL Health-Safety Rating” for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm’s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm’s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

Equal Opportunity Employer/Disability/Veterans