Digital Client Services Support - Senior AssociateJ.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.
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 teams 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.
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 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 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 and offer exceptional service.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 modern client service executive, focusing on continuously improving Client Experience.Required Qualifications, Skills and Capabilities: Experience of 8+ years with Client Service Operations. Minimum 2 years of proven history in client service and/or incident management experience is required and 2 years minimum as a Team Manager.Client ServiceMust 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.L1 Technical TroubleshootingInquiry Investigations: Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client.Markets Operations / Trade LifecycleDevelop 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.
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