Job Description

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Job Responsibilities will include:

• Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
• Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
• Handle reporting and administrative tasks including metrics, start of day/end of day productivity, phone/email queue management etc.
• Provide coaching to team members to address performance concerns and to promote professional development and growth.
• Escalation Management, partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
• Drive enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
• Thought leadership, follow through and execution as it relates to driving efficiencies and/or EOS initiatives
• Support the development and maintenance of policies, procedures, and training materials.
• Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies
• Drive awareness and think outside the box when it comes to risks; positively promote compliance across the organization.
• Safeguard sensitive and/or client (PII) information while ensuring timely escalation and reporting of potential fraud or security breaches as per policy

Required Skills & Qualifications:

• 5+ years of Customer Service experience.
• 2+ people management experience
• 2+ years of Technical Support experience (Preferred)
• Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures. (Preferred)
• Flexible to work in night shifts and/or weekends
• Able to work on holidays and outside of normal coverage times as needed.
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment
• Intermediate MS Office and standard PC skills.
• Strong verbal and written communication skills.
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.
• Results oriented and sustainable high-performance record
• A proactive approach to problem solving, taking ownership of issues, and having the determination to follow through. Escalate issues as appropriate.

About Us:

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world\'s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants\' and employees\' religious practices and beliefs, as well as any mental health or physical disability needs.

About the Team:

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world\'s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

Operations teams develop and manage innovative, secure service solutions to meet clients\' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

JPMorgan Chase