08 mar
JPMorgan Chase
Buenos Aires
Digital Client Services - L1 Support - AssociateJ.P.
Morgan's Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services.
The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries.
The CIB provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Digital Client Services (DCS), part of Markets Operations, was formed over 4 years ago and is comprised of client relationship managers, service specialists, and product and delivery managers.
Our goal is to design and build a new digital client service experience that combines data, intelligence, people, and a platform mindset.
The Role We are looking for a Client Service Associate with exceptional client service capabilities in a Level 1 Digital Channels Helpdesk ecosystem.
This role includes: 1) Client Service, 2) L1 Technical Troubleshooting, and 3) Markets Operations / Trade Lifecycle domain knowledge.
In this role, you will partner closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend solutions for improving Client Experience.
You'll collaborate cross-functionally to drive team objectives.
Job Responsibilities: 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 via multiple channels (Email, Phone, Instant Messaging).
Resolve queries ranging from basic login issues to complex investigations.L1 Application Support: Learn multiple support models for the 250+ applications that the JPMM CS team caters to.Communication and Collaboration:
Exhibit excellent written and communication skills to resolve client incidents and liaise between clients and internal teams.Prioritization: Prioritize client needs with precision and offer exceptional service.Fast learner: Ability to learn on the job while performing responsibilities.Multi-tasking: Strong ability to multitask due to various support models.Knowledge Management: Identify knowledge gaps and suggest solutions to the appropriate experts.Transformation: Contribute to operating model projects to enhance client experience.Required Qualifications, Skills and Capabilities: 5+ years of experience in Client Service Operations,
with a minimum of 2 years in client service and/or incident management.Must support the JPMM CS model of answering phone calls and email communications.Provide technical support for various applications hosted on JP Morgan Markets portal.Over 80% of inquiries require detailed analysis of user/client impact and transaction processing.Develop value propositions around scalable solutions for clients.Strong problem-solving, collaboration, and communication skills.Exceptional organizational and time management skills.Data analytics skills covering excel, access database, Alteryx, Tableau for business analysis.We are an equal opportunity employer and value diversity in our workforce.
We do not discriminate based on any protected attribute and provide reasonable accommodations for applicants' and employees' needs.
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