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As a Client Service Associate I, your role is a dual role managing a team of Access Support specialist who provide high quality technical support to clients who use the firm's access and acting as JPMorganChase Access Client Escalation Manager focusing on market support, highly complex issues and inquiries, client escalations and data analysis. The role requires extensive cross-organizational reporting, executive communications and interactions with business partners at all levels. You will act as the subject matter expert and escalation resource for all Client Access personnel in all regions globally.

Job responsibilities:

• Developing team goals and strategies as well as managing team performance against service level objectives.
• Direct client support for all Access products including primary support of all sensitive clients with at-risk relationships
• Ensure that client satisfaction and confidence in JPMC/CA products and services are at or above departmental goals.
• Provide primary oversight of the production service disruption management process as it relates to Access Support, including coordination of and participation in all remediation efforts
• Take lead role in working with Product Management and technology to ensure product gaps/functionality issues are appropriately documented and tracked
  • Manage any interactions where the client relationship appears to be at risk.
  • Support the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and Training
• Act as single point of contact for all Access-related escalations, ensuring appropriate engagement of the Client Access Escalation Management team where the client-relationship is at risk
• Act as business liaison in development of business requirements for ACCESS Target State, ensuring that the business needs are appropriately represented in all BRD development and review efforts. This would include participation in wire frame review and UAT testing. Participate in merger, release and event support including UAT and PVT testing and command center participation
• Monitor daily productivity and metrics reporting to monitor compliance with established SLAs.
• Build strong relationships with sales and service to ensure client focus is maintained throughout the issue management process
• Interface with external clients (newly on-boarded, existing, existing/new users, existing/new product, sensitive, etc.) as well as internal clients utilizing CA products and services.
• Prepare and submit data for senior management reporting and performance evaluation

• At least 5 years of Customer/Product Support experience requirement, minimum of 4 years of Technical Support experience required and at least 1 year of supervisory experience required
• Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.
• Effective problem solving, oral and written communication skills
• Effective time management and organizational skills
• Ability to exercise sound judgment and make effective decisions, prioritize, handle multiple tasks and work under pressure in a team environment, handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns.
• Effective analytical approach when solving complex problems/issues.
• Ability to cope with a continuous accelerated changing environment, translate complex information into a simple detailed narrative, translate technical jargon into easier to understand language for clients
• Flexibility to support adjustments to work schedule within the APAC/EMEA/WHEM shift
• Manage 8-10 team members and provide regular coaching sessions and feedback
• Mentor the frontline employees