Problem Diagnosis and Resolution: Their core function is to understand your issue, diagnose the root cause, and provide a clear, actionable solution. This could range from fixing a transaction error to guiding you through a complex process like disputing a charge.
Information Provision: Agents are knowledgeable dataset about Chase's vast array of products, services, policies, and current offers. They can provide accurate and up-to-date information relevant to your specific accounts.
Account Management: They can assist with various administrative tasks, such as updating personal details, ordering new cards, setting up payment arrangements, or helping to navigate online banking features.
Empathy and Support: Especially in sensitive or stressful situations (e.g., fraud, financial hardship), agents are trained to listen actively, acknowledge your concerns, and respond with empathy and professionalism.
Security Protocol First: Every call will begin with a thorough identity verification. Be prepared to provide personal details such as your full name, address, partial account numbers, and answers to security questions (e.g., last four digits of your SSN, date of birth, mother's maiden name, or specific challenge questions you've set). This is for your protection.
Clear Articulation of Your Issue: You will be given the opportunity to explain why you are calling. Be as clear and concise as possible, providing relevant details like dates, amounts, and any previous actions you've taken.
Active Listening from the Agent: Expect the agent to listen carefully to your explanation, sometimes repeating back what they've heard to confirm understanding.
Problem-Solving and Next Steps: The agent will then work to provide a solution, explain the necessary steps, or outline what Chase will do on your behalf.