Client Service Associate II - 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 Corporate & Investment Bank (CIB) provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Digital & Platform Services teams support the Corporate & Investment Bank and its partners and functions including Technology, Data Science, Client Service, Product and Platform as well as other businesses and stakeholders across the firm.
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. You'll be the bridge between product management, internal communications, design, and will collaborate cross-functionally to drive the team's objectives.
Job Responsibilities: Team Management: Manage a team of Client Service Associates as direct manager and ensure consistent, high quality service deliveryClient Service: Provide exceptional Client Service and Query / Incident Management support to Markets Operations clientsCase management: Handle client queries on JPMorgan Markets and other Digital Channels coming via multiple channels (Email, Phone, and Instant Messaging). Resolve client queries ranging from basic pre-authentication / login issues to complex queries involving investigations in application configurations and customizations.L1 Application Support: Flexible and adaptable to learn multiple support models with the 250 plus applications that the JPMM CS (client support) team caters to.Communication and Collaboration: Excellent written and communication skills. Ability to resolve client incidents with first touch resolutions, and engage or properly route to L2 support if the client query is out of scope.Prioritization: Ability to prioritize client needs with precision, offer exceptional service, and troubleshoot 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 8+ years with Client Service Operations. 2 years minimum of proven history in client service and / or incident management experience is required and 2 years minimum as a Team Manager.Client Service: 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.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: 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.
#J-18808-Ljbffr