Cardmember Experience & Satisfaction, Sr. Associate

Job Description
Job Description
As the Cardmember Experience & Satisfaction, Sr. Associate you will be a talented, customer-obsessed rising leader who will be responsible for portfolio servicing, retention and customer satisfaction.. You will partner closely with customer service teams to ensure representatives are well-trained and that contractual SLAs are met and handle all customer escalations. You will identify opportunities for ongoing improvement of cardmember experiences based on voice of the cardmember gathered through NPS scores/comments, JD Power Rankings, customer research and cardmember complaints. You will partner with other Marriott Cobrand team members, customer service leaders and agency partners to deliver on this book of work.
Required qualifications, capabilities, and skills:

• Prior experience with customer service is ideal
• Past experience analyzing data, interpreting data, developing decks to tell a story about the data
• Bachelor's Degree Strongly preferred
• 3-5 years of work experience required
• Excellent communication skills (written and verbal) communication with prior experience

Job responsibilities:

• Possess a customer-obsessed mindset to ensure delivery of exceptional customer experiences
• Be an analytical marketer with solutions-orientation and creative problem solving
• Be results-oriented with attention to detail and bias towards action
• Have a focus on operational excellence
• Have excellent verbal/written communication and strong presentation skills
• Be collaborative with strong organizational and project management skills
• Analyze, interpret and communicate data as an input into ways to further elevate the cardmember's experience

About Us
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. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, 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
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.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.