Digital Client Services Support - Senior Associate

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, 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 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 modern 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: 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. Clear communicator with the ability to resolve client incidents with first touch resolutions, and / or the ability to 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, offer exceptional service, and is experienced at troubleshooting incident management queries. 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: 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 focusing on continuously improving Client Experience by contributing to operating model projects. 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 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 and the information. L1 Technical Troubleshooting Inquiry Investigations: 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. Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations. Experience in reporting, data analytics, project management, operating model project would be a bonus but is not essential. ABOUT US
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.

ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services.



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