Summary

Regulatory and Event Operations, which is aligned under Consumer and Community Banking Operations, provides a wide range of global operational support and services for retail, commercial, treasury, asset wealth management and credit card customers.

Job summary

The REO Account Specialist will:

1. Research specific and fundamental elements of each request or event assigned.
2. Perform Maintenance or Closing on the requests or events or accounts timely.
3. Collect Missing information from branch or tele-bank personnel.
4. Escalate all exceptions or deviations.

The Specialists must exhibit the highest standards of customer service to our line of business partners and customers. They must ensure Daily Targets and SLA's are met to as per the expectations of the business unit.

Successful execution of responsibilities requires strong influencing, partnering, research and communication skills interacting with Key Stakeholders and Subject Matter experts across various JPMC sites and LOB’s. 

Job Responsibilities

1. Review, Research, Modify, Perform Adjustments, Documentation & Verification of Consumer and Business Banking Account Information
2. Validation of various regulatory documents submitted by the Customers
3. Perform Monetary, Non-monetary and Regulatory ‘Maintenances’, ‘Reclamations’ and ‘Account Closing’ services 
4. Supports Retail products such as Checking, Savings, Safe Deposit Boxes, Loans, Mortgages, Cards and Certificate of Deposits
5. Review and validate that all Guardianship accounts are opened accurately, the sworn document is completed and the appropriate holds are placed according to the court order. Also add or release Guardianship holds on request from Bankers post review of documents
6. Close accounts that have been restricted by other areas of the bank including Fraud, Kite, AML, Legal and Compliance, Deposit Review/Risk team, etc., transfers the funds and issues checks.
7. Process customer initiated account closure requests, transfers the funds and issues checks.
8. Validate of various regulatory documents and keys corresponding information into the I-vault system for future legal references.
9. Process customers’ Privacy Opt Out notices for Do Not Share / Mail / Call / E-mail cautiously and ensure bank is in compliance with Fair Credit Reporting Act (FCRA) and Gramm-Leach-Bliley Act (GLBA).
10. Return monetary benefits to U.S government agency upon request in the event of the death of an account holder who received government benefits via ACH. 
11. Send letters, update the activities on the accounts and return unclaimed properties owned by Chase customers to state governments as per U.S unclaimed property programs in case could not reach the customer within timeline set.  
12. Authenticate and sets the limit for ACH and ODL for both individual and business customers. Orders checks, ATM/Debit cards and reverse the funds & fees post extensive research.
13. Establishing and cancelling Overdraft Protection, Debit card coverage and Pre-Authorized transfers. Performs ownership changes, statement/fee linking, customers’ CIP & KYC information update, place/release holds, pay code changes and stop payments.
14. Monitors the customers’ withdrawals on savings accounts in line with Regulation D and send necessary notices and convert the product to checking post violations.
15. Performs changes on term and interest rate, partial/early withdrawal, waiving withdrawal penalties, and disbursing the funds on maturity.
16. Meet all the Productivity, Accuracy and SLA targets defined for the process
17. Requires highest level of vigilance in processing customer requests to ensure the business is in compliance with various U.S regulations such as Telephone Consumer Protection Act (TCPA), Regulation E, Fair and Accurate Credit Transactions Act, Regulation CC and AML/KYC (Bank Secrecy Act).
18. Ensure all exceptions, involving deviation from Standard Operating Procedures or inability to process the work within turnaround time is escalated to supervisor/Manager
19. Ensure that all work assigned is processed as per Standard operating procedures and within the Timeframe Stipulated
20. Follow all the Audit/Compliance policies applicable to process
21. Reports suspicious activities on the accounts proactively
22. Act as first line of defense and ensure the business is line with various U.S retail banking regulations 
23. Avoid Financial Loss, Privacy Breach or adverse Customer or Regulatory Impact in the process
24. Emerge as a Subject Matter Expert in multiple Retail Customer Fulfillment process
25. Comfortable working independently and within a team environment in a dynamic and challenging environment 
26. Training, Coaching of peer team members
27. Perform User Acceptance Test, Procedure/Process maps Reviews, Incident Management and monitor SLA/cutoff’s
28. Perform approvals MIT’s / KES when asked by Lead
29. Perform Quality Control to ensure Processing Accuracy.

Requirements:

1. Qualifications:-
2. Graduates, preferably in Commerce - Preferably having first class pass percentage
3. 1-2 years of overall experience with a strong background in Retail Banking Operations

Skills:-

1. Excellent verbal and written English communication skills
2. Knowledge of quality standards, risk and controls are required 
3. Knowledge of Retail Customer Fulfillment is preferred
4. Strong critical thinking and analytical skills
5. Flexible to work in various shifts (including Night) according to business requirement
6. Demonstrated strengths in:
7. Research and analysis
8. Customer Service/Support
9. Time management, work organization, and follow up
10. Attention to detail and a focus on work accuracy
11. Flexibility to adapt to changing priorities and business needs, and able to work well in a fast-paced environment
12. Demonstrated initiative and accountability
13. Proficiency in Microsoft Office Suite
14. Knowledge of U.S Regulatory guidelines relevant for Retail/Consumer Banking 

Ability to collaborate, partner and work in a team environment.

Skills

• Analytical Thinking
• Attention to Detail
• Communications Skills
• Critical Thinking
• Team Collaboration