Join Chase, where you will have the opportunity to make real innovative impacts to our customers and be part of a creative and dynamic environment where every day brings new challenges and opportunities.

As a Transactions Analyst in the IMCC (Integrated Monitoring and Control Center) department you will primarily be responsible for receiving service now tickets and resolving the request from start to finish. If a resolution is not easily applicable you will be responsible for communicating with level 2 and level 3 teams for escalation and resolution.

Job responsibilities

• Provide Level 1 application support to other lines of businesses, Monitor Jobs and Applications for issues
• Respond to inquiries by telephone or email for internal/external clients taking ownership of issue resolution.
• Analyze details and research utilizing multiple systems to resolve problems via telephone/email. Resolution may require outbound call to fully resolve concern and ascertain client satisfaction.
• Use thorough product/process knowledge to resolve unique or challenging inquiries/problems.
• Maintain strict adherence to established risk procedures and on-going risk education for staff members.
• Escalate concerns to appropriate production area and or vendor partners when necessary to ensure speedy resolution and customer satisfaction.
• Resolve Problems that may require deviation from established scripts and protocols to resolve issues. Advocate for the best solution for the customer.
• Complete on-going service / process education to maintain and strengthen the customer experience through excellent quality.
• Adhere to CTO established service standards to meet quality monitoring, instant feedback, and VOC goals.
• Participate in site projects as SME for service enhancements of system and processes.
• Participate in turnover call and process/business related meetings

Required qualifications, capabilities, and skills

• Excellent Verbal and written communication skills with all levels of management, Ability to engage with people immediately and build relationships
• Ability to work and make decisions with minimal supervision. Assist other team members with problem resolution to create a team synergy focused on the customer concern.
• Team player and willing to learn from peers
• Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks
• Strong problem solving and decision-making skills
• Organizational skills, ability to multi-task and time management
• Microsoft office skills – Advanced in excel
• Technical qualification/skills such as SQL,
• Ability to drive efficiencies
• Ability to thrive in a fast-paced environment while operating with a sense of urgency, Self-Starter, Flexible and Willing to Stretch for Business Needs
• Ability to analyze large data files and identify trends required

Preferred qualifications, capabilities, and skills

• Prior Training/coaching experience
• Prior Level 1 incident management experience
• Recent banking center operations experience preferred
• Some college or equivalent experience, preferred

Work Schedule: Ability to work on call as needed for major incidents including overnight support and flexibility for work schedule (days, nights, weekends and holidays)