Client Service Associate

Join J.P. Morgan's Corporate & Investment Bank (CIB), a global leader in banking, markets, and investor services, trusted by top corporations, governments, and institutions in over 100 countries. 

Our Digital & Platform Services teams enhance technology, data science, and client service, supporting CIB and its partners. Markets Operations offers comprehensive services like trade support and regulatory reporting across 100 global markets. Digital Client Services (DCS) is dedicated to creating a cutting-edge digital client service experience, integrating data, intelligence, and a platform mindset. J.P. Morgan Digital Client Support, a global team of 31 professionals, provides 24*5 coverage for digital channels, ensuring seamless solutions throughout the trade lifecycle.

The Role

We are looking for Client Service Associate with exceptional client service capabilities for 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. The Client Service Associate is responsible for delivering exceptional service and support to clients by addressing inquiries, resolving issues, and ensuring a seamless client experience. This role acts as a key point of contact between clients and the organization, collaborating with internal teams to provide timely and accurate solutions.

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.

Job Responsibilities:

• Provide exceptional Client Service and Query / Incident Management support to Markets Operations clients 
• Resolve client queries ranging from pre-login issues like Password reset, Token out of sync, Missing entitlements etc. to complex queries involving investigations in application configurations, customizations, data issues etc.
• Be flexible and adaptable to learn multiple support models with the 250 plus applications that the JPMM CS (client support) team caters to
• Communicate and collaborate effectively, possessing excellent written and communication skills.
• Prioritize client needs with precision, offering exceptional service, and troubleshooting incident management queries.
• Multitask effectively since the job requires various support models.
• Identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management.
• Transform and contribute to operating model projects to enhance client experience.

Required Qualifications, Skills and Capabilities:

• Experience of 5+years with Client Service Operations. 2 years minimum of proven history in client service and / or incident management experience is required.
• 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 (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.).
• 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 and the functions they're trying to perform, determining how they are using our products and recommend alternatives, having a thorough understanding of how transactions are processed (end to end), understanding how entitlements are established and maintained, and finally understanding how transaction data (reports/files/applications) is presented and distributed to determine the appropriate course of action to pursue. Consistently exhibit Design Thinking and customer centric problem solving
• Markets Operations / Trade Lifecycle
  • Develop value propositions around scalable solutions that will address problem statements for internal and external clients. Support the development and implementation of simple process changes and low-level artifacts for the team if required. Measure individual performance using the Objectives and Key Results (OKR) framework.
• Entrepreneurial spirit & ability to wear many hats with minimal direction. Strong teamwork and people skills. Strong problem solving, collaboration, communication, with proven ability to influence multiple stakeholders without direct authority.
• Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations. Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau for business analysis.
• Experienced with multiple marketing channels and a history of focusing on the right resolution for the right customer on the right channel (at the right time)

Preferred Qualifications, Skills and Capabilities:

• Experience in reporting, data analytics, project mgmt., operating model project would be a bonus but is not essential. 
• Advanced English skills

Please submit your resume in English.