J.P. Morgan Digital Client Support Job Description 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.
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. Core to their way of working is an ethos which pushes each team member to combine their know-how of clients and processes with digital capabilities.
J.P. Morgan Digital 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 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 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: Be flexible and adaptable to learn multiple support models with the 250 plus applications that the JPMM CS team caters to. Communication and Collaboration: Exhibit excellent written and communication skills, clear communication to resolve client incidents with first touch resolutions, and the ability to engage or properly route to L2 support if necessary. Prioritization: Prioritize client needs with precision, offer exceptional service, and troubleshoot incident management queries. Fast learner: Demonstrate a willingness and ability to learn on the job. Multi-tasking: Show a strong ability to multitask as 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 capable of contributing to operating model projects to enhance client experience. Required Qualifications, Skills and Capabilities: Experience of 5+ years with Client Service Operations, with a minimum of 2 years in client service and/or incident management experience. Must be able to support the current JPMM CS model of answering phone calls and email communications. Provide technical support and resolution for various applications hosted on JP Morgan Markets portal. Inquiry Investigations: Analyze inquiries and understand how issues impact users/clients. Develop value propositions around scalable solutions for internal and external clients. Strong teamwork and people skills with proven ability to influence multiple stakeholders. Exceptional organizational and time management skills; able to prioritize workloads and multitask. Experience in reporting, data analytics, project management, or operating model projects is a bonus but not essential. Calm under pressure and able to handle difficult, ambiguous situations with a clear head. 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. 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.
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