Job Description

Responsibilities will include:

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners.
• Accurate and timely documentation and follow up on all inquiries received.
• Advocating on behalf of client to ensure client needs are met when working with business partners.
• Timely escalation of issues, ensuring that the defined escalation procedures are followed.
• Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries.
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes.
• Monitoring of various queues for identification of issues and initiation of proactive notification to clients of issues or outages when appropriate.
• Support the development and maintenance of policies, procedures, and training materials.
• Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role.

Qualifications:

• Advanced/Specialist/Management/Graduate Diploma or equivalent.
• Minimum 3 years of Customer Services and Technical Support Experience.
• Strong Attention to detail and pattern recognition skills.
• Effective analytical approach and problem-solving skills.
• Strong oral and written communication skills. Business Level written and spoken Mandarin would be needed to support and interact with the firm's Chinese clients.
• Able to maintain awareness of multiple work streams simultaneously.
• Effective time management and organizational skills.
• Able to translate complex technical information into simple terms.
• Able to work outside of normal coverage hours as needed (including weekends and holidays).
• Able to work remotely.
• Be self-motivated and self-managing, demonstrating sound judgment and effective decision making.
• Able to build and maintain good working relationships with business partners and technology.
• Able to effectively manage operational risk through adherence to established procedures and controls.

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives. 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.