Digital Client Services - L1 Support - Associate

J.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.
Markets Operations supports all asset classes including equities, fixed income, currencies and commodities.
Services provided encompass trade support, pre-execution support for electronic trade systems and vendor platforms, client servicing, regulatory reporting and controls, as well as asset servicing, clearing, settlement and collateral management, vaulting and movement of physical commodities and billing support for clients and partners in over 100 global markets.
Digital Client Services (DCS), a team part of Markets Operations, was formed just over 4 years ago and is comprised of client relationship managers, service specialists and product and delivery managers who are driven by a common goal – designing and building a new digital client service experience which brings together data, intelligence, people and a platform-mindset.
J.P.
Morgan Digital Client Support (previously known as JPMorgan Markets Client Support) is a global team of 31 client service professionals providing 24*5 L1 coverage for JP Morgan's digital channels as well as multiple businesses and products.
The team endeavors to provide comprehensive solutions to clients on issues that span across the entire trade lifecycle.
The Role We are looking for a 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.
You should have excellent communication and organizational skills, strong attention to detail, enjoy handling complexity and be very comfortable with ambiguity.
We value diversity in all aspects and welcome new perspectives to our objectives, products and processes.
Our team must be agile in supporting a dynamic business, and we are looking for people who thrive in this work style.
You should be a highly self-motivated individual with technology experience, effective communication and analytical skills, experience interacting with and presenting to senior leaders, and the ability to develop relationships across all seniority levels and any lines of business or corporate function.
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).
Resolve client queries ranging from basic pre-authentication/login issues like Password reset, Token out of sync, Missing entitlements, etc.
to complex queries involving investigations in application configurations and customizations.L1 Application Support: Be flexible and adaptable to learn multiple support models with the 250+ applications that the JPMM CS (client support) team caters to.Communication and Collaboration: Exhibit excellent written and communication skills.
Resolve client incidents with first touch resolutions, and engage or properly route to L2 support if the client query is out of scope within the current role.Prioritization: Ability to prioritize client needs with precision and offer exceptional service.Fast learner: Willingness and ability to learn on the job while performing the responsibilities and duties of the role.Multi-tasking: Strong ability to multitask since the job requires various support models.Knowledge Management: Identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management.Transformation: Be a self-starter and capable of contributing to operating model projects to enhance client experience.Required Qualifications, Skills and Capabilities: Experience of 5+ years with Client Service Operations.
A minimum of 2 years of proven history in client service and/or incident management experience is required.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 in which technology changes, support models drastically change, and portal enhancements are constantly evolving.Provide technical support and resolution for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.)
and the information (Transaction, Position, Balance, P&L, Exception, etc.
).L1 Technical Troubleshooting: Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client and the functions they're trying to perform.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 and low-level artifacts for the team if required.Entrepreneurial spirit & ability to wear many hats with minimal direction.
Strong teamwork and people skills.
Strong problem solving, collaboration, communication, with proven ability to influence multiple stakeholders without direct authority.Exceptional organizational and time management skills.
Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations.
Data analytics skills covering as a basis, but not limited to, Excel, Access database, Alteryx, Tableau for business analysis.Experience in reporting, data analytics, project management, operating model project would be a bonus but is not essential.Experienced with multiple marketing channels and a history of focusing on the right resolution for the right customer on the right channel (at the right time!
).Always an ally to colleagues and upper management.
You think big and are not afraid to challenge the status quo.You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind.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.

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