Jared C. Saul
Columbus,OH
Summary
Creative and analytical specialist with a solution-driven mindset, skilled at navigating challenges and adapting to evolving circumstances. Expertise in multitasking and project management, along with strong reading, writing, and verbal communication skills. Extensive experience in roles requiring an understanding of risks and controls. A history of fostering collaboration and support among team members while providing constructive feedback. Committed to transparency and accountability, with a proven ability to present ideas and articulate challenges to senior leadership while remaining open to coaching and development.
Overview
14
14
years of professional experience
Work History
Merchant Dispute Specialist
JPMorgan Chase & Co
11.2024 - Current
- Conducted analysis of case information to inform decisions on dispute actions or charge validation.
- Executed document and case analyses, consistently achieving high quality standards while exceeding the production goal of 5 cases per hour.
- Engaged with clients by phone to gather additional case information and validate charges.
- Supported team members in overcoming knowledge gaps related to operational procedures and systems.
Intake Specialist: Wealth Management Onboarding
JPMorgan Chase & Co.
09.2023 - 11.2024
- Communicated with multiple wealth management teams from multiple sites to transition First Republic accounts to Chase accounts, with my focus on intake form preparation and submission.
- Reviewed customer information for quality assurance and entered data accurately across multiple systems.
Team Lead/Analyst for Root Cause Analysis: Transfer Reduction
JPMorgan Chase & Co.
03.2022 - 09.2023
- Developed low tech/no tech and low cost/no cost business solutions for transfer reduction across all LOBs and presented them to senior leadership.
- Collaborated with stakeholders to identify relevant data and develop key questions, then provided them to my team for analysis.
- Created call lists and call tracking forms, analyzed calls, exported our findings to Excel, tracked and scrubbed the relevant data, distilled our findings and exported them to create and present one page summaries in Power Point that could be understood at a glance by senior leadership, including graphs and data tables, as well as both long and short term solutions.
- Ensured quality and timeliness of deliverables while providing a leadership presence for a hybrid team of work from home and on-site analysts based out of San Antonio.
- Tracked each project's progress end-to-end through JIRA and Excel
- Managed individual 4-5 individual schedules and the assignment of daily task & project roles.
- Successfully trained front line specialists in analysis skills and developed their presentation abilities.
Social Media Service Specialist and Production Coordinator
JPMorgan Chase & Co.
01.2020 - 09.2023
- Worked directly with clients in a volatile and publicly visible setting to provide timely and accurate customer service solutions across all lines of business at a rate of at least 10 cases an hour.
- Reviewed and edited public posts and messages to high influence clients, ensuring quality, accuracy, regulatory compliance, and avoiding any reputational risk.
- Assisted management in changing and refining social media processes to enhance both the employee and customer experience.
Card Service Specialist: Freedom, Multi-product, and Executive Line
JPMorgan Chase & Co.
09.2011 - 01.2020
- Provided high level customer service including escalation and travel services at a pace often exceeding 100 calls a day.
- Manually faxing payment authorizations for traveling clients with lost cards
Credit Card and Retail Customer Service Interim Team Leader
JPMorgan Chase & Co.
09.2017 - 09.2019
- Lead teams of up to 25 specialists in both Credit Card and Retail Banking phone service.
- Provided coaching to improve phone skills and product knowledge, along with critical coaching to track errors and prevent them from being repeated
- Brought teams into alignment with leadership goals through clear communication
Development Coach and Subject Matter Expert - Credit Card Service
JPMorgan Chase & Co.
07.2012 - 09.2017
- Provided training in the classroom and direct support to specialists transitioning to live phone calls.
Education
Bachelor of Arts (BA) - Humanities
Ohio State University
Columbus, OH05.2006
Skills
- Operating Microsoft Office and Adobe applications
- Utilizing various customer support platforms across multiple lines of business
- Processing and faxing physical forms
- Providing leadership from within as a colleague and as a Team Lead
- Data analysis
- Data Input
- Virtual and in-person presentation
- Adaptable and flexible
- Reliability
- Creative thinking
- Active listening
Timeline
Merchant Dispute Specialist
JPMorgan Chase & Co
11.2024 - Current
Intake Specialist: Wealth Management Onboarding
JPMorgan Chase & Co.
09.2023 - 11.2024
Team Lead/Analyst for Root Cause Analysis: Transfer Reduction
JPMorgan Chase & Co.
03.2022 - 09.2023
Social Media Service Specialist and Production Coordinator
JPMorgan Chase & Co.
01.2020 - 09.2023
Credit Card and Retail Customer Service Interim Team Leader
JPMorgan Chase & Co.
09.2017 - 09.2019
Development Coach and Subject Matter Expert - Credit Card Service
JPMorgan Chase & Co.
07.2012 - 09.2017
Card Service Specialist: Freedom, Multi-product, and Executive Line
JPMorgan Chase & Co.
09.2011 - 01.2020
Bachelor of Arts (BA) - Humanities
Ohio State University