Job Description
You are a strategic thinker passionate about driving solutions in Client Services. You have found the right team.
As a Client Service Associate within our team, you will partner closely with Technology, Product, and Business units to leverage data insights and perform root cause analysis, recommending tactical and strategic solutions to enhance Client Experience. Acting as a bridge between product management, internal communications, and design, you will collaborate cross-functionally to drive team objectives. We seek individuals with excellent communication and organizational skills, strong attention to detail, and comfort with complexity and ambiguity. We value diversity and welcome new perspectives. Ideal candidates are self-motivated, have technology experience, effective communication and analytical skills, and can build relationships across all seniority levels and business functions.
Job Responsibilities
- Provide exceptional client service and manage queries/incidents for Markets Operations clients
- Handle client queries on JPMorgan Markets and other digital channels via email, phone, and instant messaging.
- Resolve client queries from basic issues like password resets to complex application configuration investigations.
- Learn and adapt to multiple support models for over 250 applications supported by the JPMM CS team.
- Communicate clearly and effectively to resolve client incidents with first-touch resolutions or escalate to L2 support when necessary.
- Prioritize client needs with precision and offer exceptional service while troubleshooting incident management queries.
- Learn quickly on the job while performing responsibilities and duties.
- Multitask effectively to manage various support models.
- Identify knowledge gaps and suggest solutions to subject matter experts or upper management.
- Contribute to operating model projects to enhance client experience as a self-starter.
Required Qualifications, Skills and Capabilities:
- You must have at least 5+ years of experience in Client servicing
- You must hold a bachelor's degree or above
- Provide technical support and resolution for applications on the JP Morgan Markets portal, including Corporate Actions, Money Transfer, and Trade Reporting.
- Conduct detailed inquiry investigations, understanding user impacts, transaction processing, and data presentation to recommend solutions.
- Develop value propositions for scalable solutions addressing client problem statements and support process changes as needed.
- Exhibit Design Thinking and customer-centric problem-solving in all interactions.
- Measure performance using the Objectives and Key Results (OKR) framework to ensure alignment with team goals.
- Demonstrate an entrepreneurial spirit, wearing many hats with minimal direction, and influencing stakeholders without direct authority.
- Prioritize workloads, multitask, and adapt quickly to changing business expectations with exceptional organizational skills.
- Utilize data analytics skills, including Excel, Access, Alteryx, and Tableau, for business analysis and reporting.
- Focus on delivering the right resolution for the right customer through the appropriate marketing channels.
About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's 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. 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.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
