Are you looking to develop your career in client services? Then this role is for you.
As a Client Service Analyst - Italian speaker in the Access Support team, you will service clients and act as a liaison with internal operational groups to ensure client Access inquiries are serviced timely and seamlessly. You will work with client-centric analysts who have received specialized training with expertise in core cash product offerings to support client inquiries. You will also leverage Artificial Intelligence to expedite Access inquiries and obtain resolution to common questions allowing the team to focus your efforts on more complex issues. Access support and Client Service Account Manager (CSAM) partner closely to deliver best in class experience leveraging CSAM expertise and client knowledge.
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Job responsibilities
- Is responsible for the full client experience with respect to the use and support of treasury web products (JPMorgan ACCESS) in a Technical Support Help Desk role (Phone and / or email)
- Provides professional, courteous, and competent technical and procedural telephone support to clients for web and PC based treasury products and services
- Consults with internal and external clients in multiple lines of businesses in the application of Access support product functionality in the treasury and accounting functions
- Provides consultative support to clients on cash management, implementation and operational issues, inquiries, \"how-to\" type inquires on using products, problem resolution, software/hardware recommendations, and security practices
- Documents client technical support information, including client configuration changes, troubleshooting information, problem resolutions, sensitivity issues, and security concerns
- Forwards relevant information to relationship areas, product management, and team management as required
- Maintains high levels of expertise in web and networking technologies
- Provides feedback on product software performance and operational efficiency in the customer environment
- Develops specialized skills around the product line and the related technologies and businesses
- Coordinates with the Service Team and other internal groups for additional support that may be needed to resolve client inquiries
- Investigates and informs senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
Required qualifications, capabilities, and skills
- Proficient English and Italian language skill (verbal, written, and reading)
- Excellent oral and written business communication skills, as well as ability to present information clearly and concisely (Italian)
- Technical proficiency in Windows LAN/PC environments and systems, and in web and browser-based applications and technologies
- General knowledge of cash management business
- Strong customer service skills, call center experience in metrics driven team
- Strong analytical and problem solving skills
- Occasional overtime may be needed
- Holiday shifts coverage
- Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals
Preferred qualifications, capabilities, and skills
- Knowledge of J.P.Morgan's Wholesale Payment core cash product offering and client portals is a plus
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.