FROSCH - Corporate Travel Advisor II, REMOTE

As a Corporate Travel Advisor in FROSCH (CTJ), you will support both internal and external customers with questions related to reservations and escalated situations. Travel Advisors are problem solvers and service specialists. You will take the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem with a focus on delivering service excellence. You will also pro-actively work with external providers to negotiate an appropriate resolution and to minimize costs in a timely manner, while ensuring a seamless customer experience.

FROSCH is Chase’s best-in-class travel business, delivering exceptional customer service, industry-leading expertise, and meaningful travel experiences to our clients. For more than 45 years, FROSCH has been a travel company of choice, building a client-centered service model and employee-focused workforce. Now, as a part of the JPMorgan Chase family, FROSCH is not only expanding its network to deliver global travel management, but creating more opportunities for our employees and their careers.

• Responding to customer inquiries related to travel arrangements and resolve issues by focusing on short and long-term fixes
• Collaborating with internal teams to troubleshoot, learn, and deliver timely resolutions holding a high regard for call quality and accuracy
• Supporting on-line booking tools and information regarding all client programs, products, and procedures
• Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties including issues with loyalty points, redemptions, program exceptions, waiving of fees, etc.
• Monitoring and manage agent advisor errors, escalations and customer exceptions and update the information in a database used for tracking purposes
• Assisting other travel advisors with questions on a real-time basis related to traveler policies and different booking applications, coaching advisors on best practices to service all customers
• Maintaining a favorable working relationship with all departments to result in increased quality and customer service levels
• Maintaining appropriate levels of confidentiality for all information shared and observed

• High School Diploma or GED
• 3 or more years of customer interaction/support experience
• 3 or more years of experience working in the travel industry
• 3 or more years of experience working in SABRE Global Distribution System (GDS).
• Demonstrate effective communication and interpersonal skills
• Working knowledge of appropriate Microsoft office programs such as Excel, Word, and Outlook.
• Effectively manage internal and external customer issues
• Advanced knowledge / proficiency using multiple screens in an online environment
• Ability to work independently and also function as a team member

• 3 or more years of inbound call center experience

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. For those in eligible roles, discretionary incentive compensation which may be 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