Job Description

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Job Responsibilities

• Interact with clients and various groups within the bank to ensure that product issues impacting clients are resolved appropriately and in a timely manner
• Work with L1 teams to ensure product issue is properly understood and documented
• Assist with root cause analysis to understand what is driving product issue
• Handle weekly/biweekly calls with the Tech teams to review open product issues and discuss resolutions
• Provide updates to various groups within the bank on ticket status and resolutions
• Identify solutions to prevent repeat product issues from recurring and provide feedback to Product where appropriate
• Pro-actively escalate issues that are impacting multiple clients

Required Qualifications, Skills and Capabilities

• Four-year college degree required
• Previous experience in service management processes, e.g., service desk, change, incident, problem and knowledge such as ServiceNow or comparable platform
• 4+ years of proven customer service experience to include proven problem resolution experience
• Strong dedication to quality customer service and working knowledge of enterprise-wide service-delivery procedures
• Highly organized and able to manage multiple tasks
• Strong verbal and written interpersonal and communication skills
• Excellent initiative and assertiveness
• Must have the ability to recognize events or issues that require group management involvement
• Prior experience with Payments or Digital Channels (e.g., chase.com or similar) is preferred
• Knowledge of ServiceNow tool for service desk incidents is a plus

About Us: J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world\'s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team: Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.

JPMorgan Chase