You are a strategic thinker passionate about driving solutions. You have found the right team.
As a Quality Analyst within our team, you will spend each day defining, refining and delivering set goals for our firm. In this competitive landscape, we believe quality is more than just a benchmark, it's essential. As part of our team, you will ensure that our products and services not only meet but surpass industry standards. Your meticulous attention to detail and commitment to excellence will help us achieve exceptional quality assurance. You will perform quality reviews and transactional testing on critical process elements to assess adherence to regulatory requirements, policies, procedures and business practices. Your role will involve performing an independent assessment on a sample of accounts for select operational processes. You will compile results of reviews and work with business partners to review testing results, causes of exceptions, and observations for process improvement. Your role will directly influence our business partner control and risk agendas to focus on critical process components.
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Job Responsibilities
- Perform quality evaluations by executing against an established set of criteria.
- Review and verify that all the correct and required documentation is present when needed.
- Work with limited supervision and meet performance-related standards and goals for quality and productivity.
- Complete all required training successfully and on time.
- Identify errors immediately and follow the proper escalation process.
- Assist in the identification and escalation of process-related issues and improvement opportunities.
- Communicate effectively with the Team Leader and business partners as needed.
- Complete all assigned work to meet service levels and legal/compliance requirements.
- Partner with the leadership team to identify and implement process/procedural enhancements.
- Create and maintain open communication with peers, the leadership team, and other lines of business.
Required qualifications, capabilities and skills
- Minimum 1 year current collections experience required
- Thorough knowledge and experience with CCB Collections Policies and Procedures (CARD, Overdraft, or Auto Collections) experience required. Knowledge using relevant Business systems (First Support, Recovery One, Mainframe, TSYS, ICAF & ICP)
- Proficient with WebStats & SharePoint required. Ability to manage multiple projects simultaneously with a sense of urgency to deliver quality results while working collaboratively
- Strong analytical and statistical proficiency and problem-solving skills. Working knowledge of quality principles
- Strong verbal and written communication skills
- Excellent attention to detail and quality to identify and raise any inaccuracies or omissions within documentation
- Proven ability to work in a fast-paced high-volume environment
- Must demonstrate integrity, high morale, and a positive attitude
- Effectively and professionally represent yourself, your business, your manager and most importantly JPMC with the highest of standards.
Preferred qualifications, capabilities and skills
- Advanced proficiency with computer functions with MS Office Suite strongly preferred
ABOUT US
JPMorganChase, 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 FAQs 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.
When it comes to buying a vehicle or refinancing an existing car loan, many customers turn to Chase to help. Our auto lending services are constantly evolving and incorporating the latest technology to help match car buyers with dealers, provide competitive financing options and ease loan management.