Account Specialist III - Complex Accounts

Help customers navigate important account needs through clear communication and timely solutions. In this role, you will bring empathy, attention to detail, and a problem-solving mindset to every interaction. You will work in a fast-paced, metrics-driven environment where quality and accuracy matter. If you enjoy learning new tools, staying engaged on calls, and taking ownership from start to finish, this role offers a strong foundation for growth.

As an Account Specialist in TBD (team name), you will support customers through phone-based interactions, helping resolve account needs with accuracy and empathy. You will balance customer experience with performance expectations, using multiple systems to research, document, and complete requests. Your work will require sound judgment, attention to detail, and consistent follow-through. Work schedules vary and may include evenings and weekends;

training hours may differ from your regular schedule.

• Respond to customer account inquiries through 100% phone-based interactions while maintaining a respectful and empathetic approach
• Identify customer needs by asking clear questions and listening actively to understand the situation
• Explain options and next steps in a clear, concise way to help customers reach appropriate outcomes
• Use multiple systems and applications during calls to research, update, and complete account-related activities
• Document customer interactions and account activities thoroughly and concisely in required systems
• Take ownership of each interaction, including following through on committed actions within required time frames
• Apply logical problem solving and good judgment to make appropriate decisions within established guidelines
• Escalate issues when needed and follow defined procedures to support safe, accurate resolution
• Prioritize tasks effectively to maintain efficiency and meet individual and team performance expectations
• Collaborate with teammates and partners to support a consistent customer experience and shared goals
• Comply with all applicable regulatory, operational, and departmental practices and procedures

• High school diploma or equivalent
• Willingness to work in an environment that requires 100% phone-based customer interaction
• Availability to work schedules during operating hours, including evenings and weekends, as business needs require
• Availability to attend training as scheduled, which may differ from your regular working hours
• Ability to communicate clearly and professionally with customers while staying engaged throughout the conversation
• Ability to navigate multiple applications/technologies during live customer interactions
• Ability to document account activity accurately and concisely
• Ability to follow established procedures and comply with applicable regulatory and departmental requirements
• Ability to work independently and collaboratively in a team environment

• 1 year of customer interaction or customer support experience (phone-based or face-to-face)
• Experience working in a metrics-driven customer service environment
• Proficiency with basic computer functions, including keyboard and mouse usage, launching applications, and conducting online searches
• Experience prioritizing a high volume of work while maintaining accuracy and service quality

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…