Client Service Associate I - JPMorgan Markets Client ServiceJ.P. Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries.
The Role We are looking for Client Service Associate with exceptional client service capabilities in a Level 1 Digital Channels Helpdesk ecosystem. This role has 3 broad characteristics: 1) Client Service, 2) L1 Technical Troubleshooting, and 3) Markets Operations / Trade Lifecycle domain knowledge and capabilities.
In this role, you will be partnering closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience.
Job Responsibilities: Client Service: Provide exceptional Client Service and Query / Incident Management support to Markets Operations clients.Case Management: Handle client queries on JPMorgan Markets and other Digital Channels coming via multiple channels (Email, Phone, and Instant Messaging).L1 Helpdesk / Application Support: Flexible and adaptable to learn multiple support models with the applications that the JPMM CS (client support) team caters to.Communication and Collaboration: Excellent written and communication skills. Clear communicator with the ability to resolve client incidents and engage or route to L2 support if necessary.Quality Control: Ensure case resolution and management is accomplished as per the set processes with strict Quality Control.Prioritization: Prioritize client needs with precision and is experienced at troubleshooting incident management queries.Fast learner: Willingness and ability to learn on the job while performing the responsibilities of the role.Multi-tasking: Strong ability to multitask since the job requires various support models.Knowledge Management: Ability to identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management.Transformation: Self-starter and capable of contributing to operating model projects to enhance client experience.Required Qualifications, Skills and Capabilities: Experience of 6+ years with Operations / Technology with minimum 2 years of proven history in client service and / or incident management.Client Service: Support the current JPMM CS model of answering phone calls and email communications.L1 Technical Troubleshooting: Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client.Markets Operations / Trade Lifecycle / Other: Experience preferred on key applications hosted on JP Morgan Markets portal.
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