Job Description

JOB DESCRIPTION
Job Responsibilities:

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
• Accurate and timely documentation and follow up on all inquiries received
• Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Monitoring of the group mailbox and assignment of email inquiries that require investigation
• Troubleshooting of file transmission problems for all rejected files, connectivity, and security related errors or failures
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
• Support the development and maintenance of policies, procedures, and training materials
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role
• Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards

This role requires a wide variety of strengths and capabilities, including:

• 5+ years of Customer Service experience
• 2+ years of Technical Support experience
• Be self-motivated and self-managing, demonstrating sound judgment and effective decision making
• Effective analytical approach and complex problem solving skills
• Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work
• Strong spoken and written communication skills
• Able to maintain awareness of multiple work streams simultaneously
• Able to work outside of normal coverage hours as needed (including weekends and holidays)
• Able to work remotely
• Able to build and maintain good working relationships with business partners and technology
• Preferable with robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes
• Able to translate complex technical information into simple terms
• Ability to communicate and consult with clients concerning highly sensitive information
• Able to effectively manage operational risk through adherence to established procedures and controls

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\xe2\x80\x99s 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\xe2\x80\x99 and employees\xe2\x80\x99 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\xe2\x80\x99s 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\xe2\x80\x99 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.