Wholesale KYC Operations (WKO) Support Analyst

Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to work in the KYC Support team to partner with the Business.

As a Team leader in the Wholesale KYC Operations (WKO) Support team, you will be responsible for performing the initial review of  tickets submitted to ServiceNow (SNOW) that relate to WKO Policy/Procedure inquiries and CDD/COLT Workflow application issues. The WKO Support Analyst researches all available knowledge management assets including KYC procedures, user guides, contextual help, JIRA and communications to determine if the inquiry/issue can be resolved. As a WKO Support Analyst, you will work directly with WKO end users to gain additional insight and information on the problem. You will also partner closely with subject matter experts from the business, Policy, and Tech/BA teams. In certain cases, tickets may require escalation for regulatory deadlines and/or client impact, which the WKO Support Analyst will need to support. The primary objective of the WKO Support Analyst is to resolve tickets that are ‘user-education’ scenarios and escalate true ‘tech’ and ‘operational gaps’ to Process Owners and/or Tech teams. Additionally you may be asked to manage projects to improve WKO Support processes, tools, training, etc. This role requires strong problem-solving skills and both technical and operational knowledge of KYC subject matter. 

Job Responsibilities:

• Perform a review of procedural inquiries and trouble-shooting of issues raised for KYC related applications [CDD, COLT Workflow, etc.] 
• Review of all available WKO resources in an effort to resolve any ‘user-education’ tickets; only escalate tickets further that are potential tech issues or operational process gaps
• Monitor work-queue of tickets raised in ServiceNow and maintain established SLAs; respond to escalations from Ops Managers 
• Escalate any themes noticed to Team/Manager/Process Owners/Tech partners 
• Maintain/gain knowledge of system functionality & operational processes by finding information within KYC knowledge assets [procedures, communications, user guides, JIRA, etc.] 
• Engage directly with WKO Ops users through Teams, email and ServiceNow application; ad-hoc screen-sharing and meetings with user will be required in certain cases 
• Establish working relationships and routinely interface with Stakeholders, Technology, Subject Matter Experts (SMEs), Policy, and any other relevant party
• Ensure compliance with all relevant procedures, firm wide policies, controls, etc. 
• Formulate observations and recommendations for process improvement, risk mitigation, and improved controls
• Cross-train and collaborate with peers on a regular basis 
• Review and complete control checks for functional access requests to CDD and COLT Workflow; disposition approvals within defined SLA.

Required qualifications, capabilities and skills:

• Minimum 2 years of practical work experience within an operational or technical/support role 
• BA/BS degree or equivalent work experience
• Ability to explain complex, technical concepts clearly and translate explanation into user-friendly language and manage workload and SLAs, within an agile release environment where change is constant and fast paced
• Ability to manage competing priorities through release cycles as ticket volumes fluctuate  
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint, Visio) and SharePoint.
• Familiarity with Agile project development methodologies and working knowledge of JIRA and familiarity and working knowledge of ServiceNow application 
• Experience with Know Your Customer (KYC) subject matter and/or KYC applications would be an added advantage

Preferred qualifications, capabilities and skills:

• Knowledge of KYC, financial services functions, operations and awareness of regulatory and compliance environments is a plus
• Willingness to be flexible in shift coverage, when needed 
• Self-motivated with a desire to develop in the role, and gain knowledge both through formal training and knowledge exchange with SMEs, stakeholders, etc.

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 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.