Global Client Support (GCS) services clients and acts as a liaison with internal operational groups to ensure client transactional inquiries are serviced timely and seamlessly. The team is comprised of client-centric analysts who have received specialized training with expertise in core cash product offerings to support client inquiries. Artificial Intelligence is leveraged to expedite transactional inquiries and obtain resolution to common questions allowing the team to focus their efforts on more complex issues. GCS and CSAMs partner closely to deliver best in class experience leveraging CSAM expertise and client knowledge. GCS support of client inquiries for resolution will be in line with CSAM-like experience.
Job Responsibilities:
- Understanding clients relationships with the bank.
- Developing, maintaining, and broadening partnerships with Clients (internal and external).
- Take ownership of inquiry resolution end to end and ensure all complaints are escalated appropriately, leveraging the client tier service differentiation.
- Resolving external and internal inquiries pertaining to J.P. Morgan’s Wholesale Payments core cash products and tracking and monitoring inquiries via an Inquiry Management tool.
- Liaising with other functions to ensure Clients receive satisfactory resolution in a timely manner.
- Delivering value added solutions to clients, identifying and promoting service improvement, efficiencies and opportunities.
- Proactively coordinate with Service and other internal groups for additional support that may be needed to resolve client inquiries
- Recognizing non-standard service provisions as requested by clients and highlight as sales opportunities.
- 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.)
- Identified candidate will be an individual contributor.
Required qualification, skills and capabilities:
Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions):
- At least 3 years experience in client service, sales, operations, or institutional and corporate client business knowledge.
- Communication skills –excellent oral and written business communication skills, as well as, ability to present information clearly and concisely.
- Time management and organizational skills
- Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
- Aptitude to work in a fast paced environment while balancing the needs of the clients with associated risks and interests of the Firm
- Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals.
- Proficient with Microsoft office applications
- Knowledge of J.P.Morgan’s Wholesale Payment core cash product offering and client portals is a plus
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. 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.
