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You are a strategic thinker passionate about driving solutions. You have found the right team.
As a Team Member in Solution Center, you will be responsible for ensuring that JPMorgan Chase offers the highest standard of service to all clients, external and internal. You will act as a central point of contact for the client, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. You will focus on resolution of all technical troubleshooting and account investigations and issues, identifying and resolving workflow issues and on ensuring clients’ needs and expectations are formally discussed and analyzed to ensure that agreed quality standards are maintained.
Job responsibilities
- Field incoming inquiries from the product/segment classified client channels, such as ‘800’-telephone number; fax; email; mail as it relates to Chase Connect related products. Inquiries normally fielded by the Solutions Center staff are Log On Assistance, Basic Browser Troubleshooting, Payments related inquiries and transactions, Money Movement related inquiries and transactions
- Adhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standards
- Ensure the prompt resolution of all customer queries while ensuring the client experience is world class.
- Investigate and resolve generic issues that generate escalated enquiries
- Assist Relationship Managers, Internal Partners, Client Service Professionals with queries on customers’ accounts (e.g. following up on old queries or updates, escalations, etc.)
- Identify clients calling for transactional data and for manual payments in order to offer them the use of internal tools and Chase Connect platforms, and discuss the benefits with them for self-serve.
- Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
- Track all inquiries received into the service center regardless of channel in the case tracking tool Navigator.
- Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard.
Required qualification, skills and capabilities
- Excellent communication skills (verbal and written) with emphasis on banking terminology
- Demonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or request
- Ability to work in a fast-paced environment and an adaptability to change
- Strong problem-solving and decision-making skills
- Exhibits ability to work effectively in a team environment
- Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time
JPMorgan Chase & Co., 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
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.
