• Job Description

  Req#: 210446942

  Client Service Analyst – Team Leader (502)

  The High Growth Tech Team, part of the Treasury Services Solution Center, provides 24/7 technical support utilizing various services for both transaction initiation and reporting. You will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.

  Responsibilities:

  • Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
  • Accurate and timely documentation and follow up on all inquiries received
  • Advocating on behalf of client to ensure client needs are met when working with business partners
  • Timely escalation of issues, ensuring that the defined escalation procedures are followed
  • Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries
  • Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
  • Monitoring of the group mailbox and assignment of email inquiries that require investigation
  • Troubleshooting of API problems for all issues related to connectivity, entitlement, security or any other failures
  • Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
  • Support the development and maintenance of policies, procedures, and training materials
  • Independent personal development of business and application knowledge to ensure continued effectiveness in the role
  • Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards

  This role requires a wide variety of strengths and capabilities, including:

  • 5+ years of Customer Service experience
  • 2+ years of Technical Support experience
  • Be self-motivated and self-managing, demonstrating sound judgment and effective decision making
  • Effective analytical approach and complex problem solving skills
  • Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work
  • Strong spoken and written communication skills
  • Able to maintain awareness of multiple work streams simultaneously
  • Able to work outside of normal coverage hours as needed (including weekends and holidays)
  • Able to work remotely
  • Able to build and maintain good working relationships with business partners and technology
  • Preferable with robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes
  • Able to translate complex technical information into simple terms
  • Ability to communicate and consult with clients concerning highly sensitive information
  • Able to effectively manage operational risk through adherence to established procedures and controls

• About the company

  J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients'​ interests first.

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