Client Service Specialist - Digital Channels

Job Description
If you enjoy being at the leading edge of delivering exceptional service and ensuring client satisfaction, you have found the right team.
As a Client Service Delivery Specialist IV within JPMorgan Chase, you will play a pivotal role in delivering exceptional customer service and operational support. Your primary focus will be to address client inquiries, process transactions, troubleshoot issues, and identify opportunities to refer services based on client needs. You will be expected to apply your knowledge of our policies and procedures to solve problems. Your work will have a significant impact on our team and clients, and you will be expected to make decisions within established procedures.
Digital Channels provides high quality technical support via telephone. As a Technical Support Specialist you will act as the primary technical contact for all Digital Channels users and escalation of all unresolved problems/potential risk to second level support. You will also be responsible for performing routine daily tasks and participating in special department projects.
Job Responsibilities

• Provide daily support within our operations, addressing client inquiries, processing transactions, and troubleshooting issues using your knowledge of our policies and procedures.
• Identify opportunities to refer services based on client needs, leveraging your understanding of our financial products and market trends.
• Provide telephone hotline support to Chase Connect users, logging and managing calls into the support tracking system.
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
• Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.
• Ensure all unresolved problems are escalated in accordance with instructions held on the Policy & Procedure website.
• Provide in-house training to other Chase Connect staff in all aspects relating to new development/releases of SME product and its use with the client base.
• Perform familiarization testing of new product and platform releases prior to releasing to clients.
• Participate in ad-hoc initiatives to improve quality, create efficiency, or improve client experience.
• Exhibit ability to work effectively in a team environment.

Required Qualifications, Capabilities, and Skills

• Baseline knowledge of client service operations, including transaction processing, troubleshooting, and service referral.
• Demonstrate ability to apply policies and procedures to solve non-routine problems.
• Possess excellent communication skills with demonstrated ability to utilize probing questions to accurately assess inquiry or request.
• Ability to work in a fast-paced environment, adapt to change, and work effectively in a team environment.
• Strong interpersonal and communication skills to effectively interact with clients and address their inquiries.
• Ability to accurately process transactions and ensure data integrity.
• Skills to manage multiple tasks efficiently in a fast-paced environment.
• Ability to identify common issues and provide straightforward solutions.
• Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time.
• Proficient English language skill (verbal, written, and reading)
• Strong problem-solving and decision-making skills.

Preferred Qualifications, Capabilities, and Skills

• Call center experience preferred

Hours of Work / Shift Timings

• Fully-staffed: Monday-Friday, 8:00 AM - 9:00 PM Eastern Standard Time
• A 9-hour schedule will be determined between 8 AM-9 PM.
• Training will be between 8 AM-5 PM or 9 AM-6 PM.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
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.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.