Job Description

Unlock your potential by owning complex automated teller machine exception decisions, building broad partnerships, and strengthening customer trust through accurate, compliant outcomes.

As a Senior ATM Claims & Exceptions Analyst within the Operations team supporting automated teller machine claims and exceptions, you lead end-to-end investigations of complex automated teller machine exceptions and customer claims. You make sound, well-documented decisions that balance customer experience, loss mitigation, and regulatory compliance. You help the team improve processes and consistency through mentoring and updates to procedures and job aids.

Job Responsibilities

Lead investigations to resolve complex automated teller machine exceptions and out-of-balance conditions in line with internal guidelines and federal regulations.
Review customer deposit, withdrawal, and payment claims and determine whether to confirm or reverse temporary credits.
Verify customer transactions through detailed account analysis to identify root cause, confirm activity, and reduce fraud exposure.
Direct accurate accounting adjustments to customer accounts or the General Ledger to keep records current and reconciled.
Communicate investigation results and claim status clearly with customers and internal partners, meeting service level agreements.
Prioritize and manage inventory using pending and aging guidelines to maintain service level agreement performance.
Mentor co-workers by supporting daily work assignments and responding to assistance requests to strengthen team performance.
Partner with team leadership and peers to update standard operating procedures and job aids to drive process improvements.
Manage cases to prevent privacy incidents and ensure appropriate handling of sensitive customer information.

Required Qualifications, Skills, And Capabilities

Demonstrated ability to investigate and resolve complex automated teller machine exceptions and out-of-balance conditions.
Demonstrated decision-making capability in resolving customer claims involving deposits, withdrawals, and payments.
Working knowledge of applicable federal regulations referenced for claims processing, including Regulation E and the regulation referenced as Reg-CCC in the role details.
Ability to perform detailed account and transaction analysis to validate activity and identify exceptions and discrepancies.
Ability to direct accurate accounting adjustments to customer accounts or the General Ledger and support reconciliation needs.
Strong written and verbal communication skills to explain outcomes and statuses to customers and internal teams within service level agreements.
Ability to manage workload and prioritize inventory using aging and pending guidelines.
Ability to handle sensitive customer information in a manner that prevents privacy incidents and breaches.

Preferred Qualifications, Skills, And Capabilities

Experience mentoring peers and supporting day-to-day work allocation in an operations environment.
Exposure to AI-enabled business tools and willingness to adopt emerging technologies that support process improvement and operational excellence
Experience contributing to updates for standard operating procedures and job aids to improve quality and consistency.
Experience supporting loss mitigation and fraud risk reduction through investigative review and verification.

About Us

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.

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.

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.

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