Collections, Fraud & Accounts Entry-Level Specialist

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.

Join our team through our Entry-Level Hiring Pooling Program, where you will be considered for upcoming entry-level opportunities across multiple teams at JPMorganChase. This pooling requisition is designed to build a pipeline of high-potential early-career talent who are eager to learn, contribute to day-to-day operations and projects, and grow their careers in a fast-paced, collaborative environment. You will work closely with team leads and peers, support business priorities, and help deliver high-quality outcomes for internal and external stakeholders.

As a Pooling candidate, you may be matched to various entry-level roles based on business needs and your skills/interests. You will have the opportunity to build foundational professional capabilities, gain exposure to core processes and tools, and contribute to meaningful work with guidance and training from experienced colleagues.

Job Responsibilities

• Support day-to-day activities and deliverables aligned to team goals, ensuring tasks are completed accurately and on time
• Coordinate with internal partners to gather requirements, follow up on action items, and ensure timely completion of requests
• Learn and apply internal tools, policies, and procedures; adhere to required controls, quality standards, and compliance expectations
• Provide customer service support by responding to inquiries through approved channels (e.g., phone, email, chat), ensuring timely, accurate, and professional resolution
• Own and track customer requests end-to-end, including documenting interactions, updating case logs/tickets, and following up until closure
• Handle and de-escalate concerns by demonstrating empathy, active listening, and clear communication, escalating complex issues to the appropriate teams when needed
• Meet service standards such as response time, quality/compliance requirements, and customer experience expectations

Required Qualifications, Capabilities and Skills

• Strong communication, information-gathering, and decision-making skills, with the ability to ask effective questions, listen actively, and document key details accurately
• Customer interaction and support exposure in a phone, chat, email, or face-to-face environment; able to navigate multiple systems while maintaining accuracy and quality
• Proven ability to handle complex or sensitive customer interactions with empathy, composure, and sound judgment, including appropriate escalation when needed
• Adaptable and culturally aware, able to adjust to new situations and work effectively with diverse customers and teams across different workplace environments
• Thrives in fast-paced, results-driven settings, with strong time management, prioritization, and attention to detail
• Strong problem-solving skills, able to identify root causes and explain resolutions clearly and confidently to customers and stakeholders
• Quick learner with a growth mindset, able to ramp up on products, policies, and systems; embraces challenges and actively seeks feedback to improve performance
• Proficient computer literacy, with experience using technology and digital tools to troubleshoot issues, communicate professionally, and maintain accurate records