Retail Collections Specialist II Bilingual English and Spanish

Job Description

At JPMorgan

Chase, you will be at the forefront of delivering exceptional customer service, where each day presents opportunities to make a meaningful difference. You will engage in creative and exciting work, consistently offering innovative solutions and options to assist our valued customers. While the duties may be routine, your role remains dynamic and impactful, enabling you to build strong relationships and contribute to our business success.

As a Specialist II in Collections at JPMorgan

Chase, you will be the first point of contact for our clients, providing exceptional customer service for various financial products. Your role involves handling inbound calls, building strong customer relationships, and offering innovative solutions to meet client needs. You will thrive in a fast‑paced call center environment, leveraging your communication, multitasking, and results‑oriented skills. You will be working within a well‑defined framework, performing routine tasks and following established procedures, with any non‑standard issues referred to your supervisor.

• Manages a high volume of inbound/outbound calls (potentially over 100 daily), delivering comprehensive support for financial products.
• Utilizes customer service expertise to interpret needs and deliver continuous insights.
• Navigates multiple computer systems with efficiency, demonstrating adaptability and resilience.
• Excels both independently and collaboratively, driving team success and achieving goals.
• Follows all regulatory and departmental practices and procedures diligently.
• Takes ownership of each customer interaction while treating them with respect and responding with empathy.

• Reading and speaking in both Spanish and English fluently is required for this role.
• Strong communication, negotiation, information gathering, and decision‑making skills.
• Customer interaction and support skills with at least 2 years of experience in phone or face‑to‑face settings, while being able to multitask with computer systems and work accurately.
• Ability to manage complex customer interactions using empathy, composure, and sound judgment.
• Ability to adjust to new situations and effectively navigate different cultural contexts and workplace environments.
• Adaptability and efficiency in fast‑paced, dynamic, and results‑driven environments.
• Ability to solve problems and effectively present and explain solutions.
• Ability to learn products and systems quickly, embrace challenges as opportunities, and actively seek feedback to improve performance and achieve goals.
• Proficient computer literacy skills, with experience in using technology to solve problems and communicate in a professional setting.
• High school diploma or GED required.

• Developing ability to use data to understand issues and opportunities.
• Developing skills in using AI technology for automation and prompt writing.

Candidates must be willing and able to work schedules during our operating hours, which may include evenings and weekends. This position requires that you attend trainings as scheduled. Training hours may not coincide with your regularly scheduled hours.

We offer a competitive total rewards package, including base salary determined by role, experience, skill set, and location. Eligible roles may receive commission‑based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity. Benefits include comprehensive health care coverage, on‑site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, and financial coaching.

We are an equal opportunity employer and place a high value on diversity and inclusion. 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.