Client Service Associate I

**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. Our external clients include Asset Managers, Pension and Life Funds, Government Funds, Hedge Funds, Broker Dealers, Global Custodians, Agent Banks, Corporations, Retail clients and other Financial Institutions.

**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. 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. With digital capabilities we have the opportunity to truly leapfrog, improving the client experience as well as creating unique value through client service - not only for our clients, but also for their clients.

**J.P. Morgan Digital Client Support** (previously known as JPMorgan Markets Client Support) is a global team of 31 client service professionals providing 24*6 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 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.

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.

**Responsibilities**:

- Client Service: Provide exceptional Client Service and Query / Incident Management support to Markets Operations clients
- Quality Control: Ensure case resolution and management is accomplished as per the set processes with strict Quality Control
- Prioritization: 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 responsibility and duties of the role
- Multi-tasking: Have a strong ability to multitask since the job requires various support models
- Transformation: Self-starter and capable of contributing to operating model projects to enhance client experience

**Required Qualifications, Skills and Capabilities**:

- Experience of 6+ years with Operations / Technology with minimum 2 years of proven history in client service and / or incident management
- **Client Service**
- Develop value propositions around scalable solutions that will address problem statements for internal and external clients. Support the development and implementation of sim