The Role

We are looking for Modern Client Service / Client Experience 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.

• Client Service: Provide exceptional Client Service and Query / Incident Management support to Markets Operations clients
• Case Management: Handle client queries on JPMorgan Markets and other Digital Channels coming via multiple channels (Email, Phone, and Instant Messaging). Resolve client queries ranging from basic pre-authentication / login issues like Password reset, Token out of sync, Missing entitlements etc to complex queries involving investigations in application configurations and customizations
• L1 Helpdesk / Application Support: Flexible and adaptable to learn multiple support models with the 250 plus applications that the JPMM CS (client support) team caters to
• Communication and Collaboration: Poses excellent written and communication skills. Clear communicator with the ability to resolve client incidents with first touch resolutions, and / or the ability to engage or properly route to L2 support if the client query is out of scope within the current role and be a liaison between clients and internal teams is a must. The following candidate must be able to wear multiple hats within this role
• 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
• Knowledge Management: Ability to identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management
• Transformation: Self-starter and capable modern client service executive, focusing on continuously improving Client Experience by contributing to operating model projects

• Experience of 6+ years with Operations / Technology with minimum 2 years of proven history in client service and / or incident management
• Client Service
  • 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.)
  • 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
  • You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind
• 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
  • 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
  • Always an ally to colleagues and upper management. You think big and are a not afraid to challenge the status quo
• Markets Operations / Trade Lifecycle / Other
  • Experience preferred on key applications hosted on JP Morgan Markets portal (Research, DataQuery, Prime Brokerage etc), their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.)
  • 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
  • Experience in reporting, data analytics, project mgmt., operating model project would be a bonus but is not essential. You always think of the clients first and that their issue is of high importance and act with a sense of urgency in of offering a solution or suggestion
  • 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!