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Come join the Centralized Quality Team and be a driving force in ensuring that our Fraud and Customer Protection Services (F&CPS) members help protect our most valuable assets: our customers.As a Quality Specialist IV in Centralized Quality, you will conduct quality reviews to ensure adherence to operating procedures. You will perform activities independently to ensure production, systems, and processes or projects meet defined quality standards.Job Responsibilities:
Complete quality evaluations correctly within specified deadlines
Submit coaching and correction requirements using line of business coaching tools
Escalate potential and actual risks identified through quality evaluation.
Identify process gaps and propose next steps
Meet or exceed Centralized Quality Team score card goals
Facilitate and join team calibration session
Facilitate or join quality-related discussions with the lion of business as needed
Conduct training and refresher sessions for peers as needed
Required qualifications, capabilities, and skills
Minimum 1 year in Fraud and Customer Protection Services role with proven track record of strong performance in quality
Excellent verbal and written communication skills with various levels of stakeholders
Ability to be self-motivated and work independently, requiring minimal supervision to manage own workload
Proficient in utilizing available resources such as Chase Answers for procedures and scoring guides
Proficient with Microsoft Excel, Sharepoint, and PowerPoint
Strong organizational and multi-tasking skills with demonstrated ability to manage expectations
High School Diploma or GED
Preferred qualifications, capabilities, and skills
Knowledge of Card Services systems such as C3, Integrated Dispute Management System and WebStats
Proficient with complaint management system: Capture, Acknowledge, Resolve, Evolve (CARE)
Ability to adapt to change and be flexible with changing priorities
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 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.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.Equal Opportunity Employer/Disability/Veterans
