Job Description

JOB DESCRIPTION
Job Responsibilities:

• Exceptional Client Service and Incident Management Skills is a must have for the following role.
• Seeking individual who can prioritize client needs with precision, offer exceptional service, and is experienced at troubleshooting incident management queries.
• Excellent written and communication skills is a must. Clear communicator with the ability to resolve client incidents with first touch resolutions, and or the ability to engage or properly route to L2 support if the client query is out of scope within the current role and be a liaison between clients and internal teams is a must. The following candidate must be able to wear multiple hats within this role.
• Fast learner \xe2\x80\x93 willingness and have the ability to learn on the job while performing the responsibility and duties of the role.
• Have a strong ability to multitask since the job requires various support models.
• Ability to learn and must have the flexibility and adaptability to learn multiple support models with the 250 plus applications in which the JPMM CS (client support) team support.
• Ability to identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management.
• Some weekend testing is a requirement.
• Self-starter and capable of contributing to operating model projects to enhance client experience.

Required Qualifications, Skills and Capabilities:

• Must be able to support the current JPMM CS model of answering phone calls and email communications. Must be able to learn in a fast-paced environment in which technology changes, support models drastically change, and portal enhancements are constantly evolving.
• Provide technical support and resolution for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.).
• Inquiry Investigations: Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client and the functions they\xe2\x80\x99re trying to perform, determining how they are using our products and recommend alternatives, having a thorough understanding of how transactions are processed (end to end), understanding how entitlements are established and maintained, and finally understanding how transaction data (reports/files/applications) is presented and distributed to determine the appropriate course of action to pursue. Consistently exhibit Design Thinking and customer centric problem solving
• Develop value propositions around scalable solutions that will address problem statements for internal and external clients. Support the development and implementation of simple process changes and low-level artifacts for the team if required. Measure individual performance using the Objectives and Key Results (OKR) framework.
• Experience of 2+years with Client Service Operations. 2 years minimum of proven history in client service and or incident management experience is required.
• Entrepreneurial spirit & ability to wear many hats with minimal direction. Strong teamwork and people skills. Strong problem solving, collaboration, communication, with proven ability to influence multiple stakeholders without direct authority.
• Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations. Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau for business analysis.
• Experience in reporting, data analytics, project mgmt., operating model project would be a bonus but is not essential. You always think of the clients first and that their issue is of high importance and act with a sense of urgency in of offering a solution or suggestion.
• Experienced with multiple marketing channels and a history of focusing on the right resolution for the right customer on the right channel (at the right time!)
• Always an ally to colleagues and upper management. You think big and are a not afraid to challenge the status quo.
• You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind.

ABOUT US

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\xe2\x80\x99s 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. In accordance with applicable law, we make reasonable accommodations for applicants\xe2\x80\x99 and employees\xe2\x80\x99 religious practices and beliefs, as well as any mental health or physical disability needs.


ABOUT THE TEAM

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world\xe2\x80\x99s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.



Operations teams develop and manage innovative, secure service solutions to meet clients\xe2\x80\x99 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.