JOB DESCRIPTION
Join a team that safeguards customer trust by resolving complex transaction exceptions quickly and accurately. You'll turn data, documentation, and partner outreach into clear outcomes that improve the end-to-end customer experience. Your decisions will directly reduce operational risk and help prevent financial loss.
Job Summary
As a Customer Resolution Services (CRS) Analyst within Customer Resolution Services (CRS), Centralized Transaction Operations, Service and Resolution (CTOSR), Consumer and Community Banking (CCB), you research and resolve image and paper-based forward-collection exceptions to deliver fair, timely customer outcomes. You analyze multiple data sources and apply SOPs and banking guidelines to determine appropriate debit/credit adjustments and communicate results to stakeholders. You partner with branches, internal teams, and other financial institutions to meet SLAs, reduce turnaround time, and protect the bank from losses.
Job responsibilities
Required qualifications, capabilities, and skills
- Demonstrate strong analytical and decision-making skills to resolve claims accurately.
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Apply CRS/transaction operations knowledge to research exceptions and execute resolutions.
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Communicate clearly in writing and verbally with branches, customer service, and partner institutions.
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Use Microsoft Office and multiple operational systems (web-based and mainframe) effectively.
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Follow SOPs and banking/regulatory guidelines with a high standard of control and discipline.
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Manage time and workload effectively to meet SLAs across BAU and initiatives.
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Maintain exceptional attention to detail, customer focus, and teamwork in a fast-paced environment.
Preferred qualifications, capabilities, and skills
- Bring a graduate degree in commerce or a related discipline.
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Leverage 3–4 years of banking/operations experience handling adjustments, exceptions, or claims.
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Demonstrate SME-level capability by supporting peers with complex queries and case guidance.
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Conduct quality reviews (QC/QA) and provide structured feedback to improve performance outcomes.
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Collaborate effectively with site partners and cross-functional teams in operational forums/calls.
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Identify patterns, root causes, and opportunities to streamline workflows and reduce defects.
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Adapt flexibly to changing priorities and working hours based on business demand.
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.
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.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
