Retail Banking Account Specialist

Account Specialist II - Account Maintenance

 

Join a team that keeps retail banking operations running smoothly while protecting customers and the firm. This role blends investigation, documentation discipline, and partner service to resolve complex account events. You’ll drive accurate maintenance outcomes and strengthen compliance across key retail products.

Job Summary

As an RECO Ops Account Specialist II within Consumer & Community Banking Regulatory Event & Compliance Ops Operations – Account Maintenance (CD), you process retail account maintenance events with strict regulatory, documentation, and control standards. You research assigned requests, collect missing information from branch/tele-bank partners, and complete updates within daily targets and SLAs. You escalate exceptions and deviations promptly while delivering high-quality service to stakeholders across JPMorganChase lines of business.

Job Responsibilities

• Review consumer and business banking maintenance requests for completeness, accuracy, and eligibility.
• Research account history, restrictions, and supporting documents to determine correct actions.
• Validate regulatory documents and accurately record required information for audit and legal readiness.
• Perform monetary, non-monetary, and regulatory maintenance and reclamation activities within SLA/cutoff.
• Support retail products including checking, savings, safe deposit boxes, loans, mortgages, cards, and CDs.
• Administer guardianship account actions by applying/releasing holds aligned to court orders after document review.
• Process customer service requests including limits setup (ACH/ODL), check and card orders, and eligible fee reversals.
• Execute account-level servicing updates such as ownership changes, statement/fee linking, CIP/KYC updates, holds, and stop payments.
• Monitor savings withdrawal activity under Regulation D and initiate required notices and product actions after violations.
• Perform CD servicing activities including term/interest changes, partial or early withdrawals, penalty waivers, and maturity disbursements.
• Escalate exceptions, suspicious activity, and SOP deviations while maintaining controls to prevent loss, privacy breaches, or regulatory impact.

 

Required qualifications, capabilities and skills 

• Hold a graduate degree.
• Bring 3+ years of experience with a strong background in Retail Banking Operations.
• Demonstrate excellent verbal and written English communication skills.
• Apply strong critical thinking, research, and analytical skills to resolve complex requests.
• Maintain high accuracy and attention to detail while consistently meeting productivity and SLA targets.
• Use proficiency in Microsoft Office Suite to document, track, and communicate work outcomes.
• Adapt to shift-based schedules, including nights, and operate effectively in a fast-paced environment.

 

Preferred qualifications, capabilities and skills 

• Demonstrate working knowledge of Retail Customer Fulfillment functions across multiple processes.
• Apply knowledge of U.S. retail banking regulatory concepts (e.g., AML/KYC/BSA, Reg E, Reg CC, TCPA, FCRA, GLBA).
• Exhibit strong risk, controls, and quality standards mindset in day-to-day processing.
• Handle banker/LOB escalations and EO complaints with ownership and professional communication.
• Coach peers through training support, guidance, and knowledge sharing as an emerging SME.
• Support UAT, procedure/process map reviews, incident management, and monitoring of SLA/cutoff adherence.
• Demonstrate consistent initiative and accountability in managing workload, follow-ups, and stakeholder commitments.

 

Experience Level

Mid Level