Job responsibilities

• Demonstrate ability to learn new processes, systems and deliver high quality and structured responses.
• Respond to incoming customer questions, complaints, problems, etc. in an efficient and professional manner supporting end users through multiple customer facing channels (Tickets, emails, live chats, calls) across 3 regions.
• Track and log customer inquiries in ServiceNow and any other relevant enterprise software and maintain a positive, empathetic and professional attitude toward customers at all times
• Identify and assess customer needs and communicate same with team SME's and managers and solve, redirect, or escalate customer inquiries appropriately
• Serve as a liaison between customers and other CAO colleagues to address customer inquiries
• Advise customer on CAO related policies and procedures
• Proactively communicate status updates to customers
• Process assigned work activities timely and accurately
• Achieve highest levels of customer satisfaction (CSAT) while meeting team's service level standards (QA)
• Participate in regular team meetings and have active presence in the group
• Participate on any adhoc requests/activities as an when required

Required qualifications, capabilities, and skills

• Strong verbal and written communication skills
• Strong Team player with ability to work with larger teams
• Ability to understand user's query and delivering end to end resolution

Preferred qualifications, capabilities, and skills

• Familiarity with Ariba, SAP, eServe, iVault Tools
• Good with MS Office

RESPONSIBILITIES

• Operating functional equipment including postage, x-ray, inserting (where applicable), printing, scanning, and other equipment.

• Receive and process all incoming and outgoing work.

• Coordinate courier collection, including required manifest(s) and documentation.

• Perform and maintain basic record keeping and tracking of data as required by management.

• Identify non-compliant activities and escalate as appropriate.

• Print, finish and distribute all print requests and documents.

• Perform Check Management in line with all processing procedures (where applicable).

• Respond to all requests and inquiries from end-users of DBS products and services.

• Manage other logistical functions such as shuttle bus operations and overnight shipping.

• Handling of specialized items and more complex inquiries, including possible extensive research.

• Resolving discrepancies and performing escalations.

• Inventory management and fulfillment for production centers.

• Other duties as assigned.

• May be required to alternate between multiple locations within job location state/country to provide coverage as needed as well as variation of work hours to conform to needed coverage.

QUALIFICATIONS

• Ability to follow directions, show initiative, work and perform duties under minimal supervision, and follow through on tasks.

• Good customer service skills, attentiveness, able to interact positively and pleasantly.

• Able to work productively in a fast-paced team environment.

• Detail and deadline oriented with strong emphasis on safeguarding all personal and confidential information.

• Intermediate understanding and use of Microsoft Office products; (Excel, Word, Power Point, and Outlook; including email & calendar).

• Must be comfortable with and have a solid understanding of basic business technology.

• Good oral and written communication skills.

• Able to lift and push items of significant weight (up to 50 pounds).

• Able to stand and walk for long periods of time.

• Able to resolve problems.

• Proactive to seek and participate in cross training opportunities and willingness to utilize downtime to learn new skills.

• Self-motivated with proven ability to learn.

• Ability to recommend process improvements.

• High school diploma or equivalent required.

• Prior experience in a production environment preferred.

ABOUT US

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's 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. 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

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.