Client Service Specialist IV - Global Client Application Support

JOB DESCRIPTION

As a Client Service Specialist IV within Global Client Application Support (CAS), you will provide consultative support to internal and external clients via phone and/or e-mail on a variety of technical issues for a wide range of web based and internal applications. This includes troubleshooting file transmissions and automated reports, identification, research and resolution of client issues, response to client requests within strict service level requirements, document, triage, track and monitor requests to ensure timely resolution; all while demonstrating the Five Keys principles to provide a world-class client experience. You will demonstrate a high degree of professionalism, have outstanding customer service and technical skills, be able to work independently, manage multiple projects and issues, and possess a strong attention to detail. In this role, you will be a central point of contact between our Global CIB clients and Technology team.

Job responsibilities:

• Act as a liaison between our clients, internal customers, technology, and product management
• Document, triage, communicate, escalate and follow-up on client issues and requests
• Provide consultative support while promoting self-service for future client issues
• Share best practices to help clients optimize use of their card program services
• Provide a high level of intuitive problem analysis
• Support business partners in platform initiatives
• Perform in-depth end-to-end reviews of client issues on a regular basis and provide analysis and recommendations to managers and senior leadership
• Identify process improvements and own execution in some instances
• Work within the WHEM shift (9pm/10pm start time) weekends off; Work during US/PH Holidays

Required qualifications, capabilities and skills:

• College degree or equivalent work experience required
• Minimum 2 years of help desk or equivalent work experience
• Demonstrate strong oral and written communication with peers and business partners
• Experience improving business processes, workflow, and procedures
• Solid analytical and organizational skills
• Able to effectively build relationships with internal business partners and peers
• Strong PC skills required including Microsoft Office products such as Excel and Word
• Ability to work independently and also within a team

ABOUT US

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.