Digital Client Services Support - Associate

Job Description
The Role
We are looking for Modern Client Service / Client Experience Associate with exceptional client service capabilities in a Level 1 Digital Channels Helpdesk ecosystem. This role has 3 broad characteristics: 1) Client Service, 2) L1 Technical Troubleshooting, and 3) Markets Operations / Trade Lifecycle domain knowledge and capabilities.
In this role, you will be partnering closely with Technology, Product & Business by leveraging data insights and performing root cause analysis to recommend tactical & strategic solutions for improving Client Experience. You'll be the bridge between product management, internal communications, design, and will collaborate cross-functionally to drive the teams objectives.
You should have excellent communication and organizational skills, strong attention to detail, enjoy handling complexity and be very comfortable with ambiguity. We value diversity in all aspects and welcome new perspectives to our objectives, products and processes. Our team must be agile in supporting a dynamic business, and we are looking for people who thrive in this work style.
You should be a highly self-motivated individual with technology experience, effective communication and analytical skills, experience interacting with and presenting to senior leaders, and the ability to develop relationships across all seniority levels and any lines of business or corporate function.
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 coming via multiple channels (Email, Phone, and Instant Messaging). Resolve client queries ranging from basic pre-authentication / login issues like Password reset, Token out of sync, Missing entitlements etc to complex queries involving investigations in application configurations and customizations
• L1 Helpdesk / Application Support : Flexible and adaptable to learn multiple support models with the 250 plus applications that the JPMM CS (client support) team caters to
• Communication and Collaboration : Poses excellent written and communication skills. Clear communicator with the ability to resolve client incidents with first touch resolutions, and / or the ability to engage or properly route to L2 support if the client query is out of scope within the current role and be a liaison between clients and internal teams is a must. The following candidate must be able to wear multiple hats within this role
• Quality Control : Ensure case resolution and management is accomplished as per the set processes with strict Quality Control
• Prioritization : Prioritize client needs with precision, offer exceptional service, and is experienced at troubleshooting incident management queries
• Fast learner : Willingness and ability to learn on the job while performing the responsibility and duties of the role
• Multi-tasking : Have a strong ability to multitask since the job requires various support models
• Knowledge Management : Ability to identify knowledge gaps and raise these gaps with a suggestion or solution to the appropriate subject matter expert or upper management
• Transformation : Self-starter and capable modern client service executive, focusing on continuously improving Client Experience by contributing to operating model projects

Required Qualifications, Skills and Capabilities:

• Experience of 6+ years with Operations / Technology with minimum 2 years of proven history in client service and / or incident management
• Client Service
  • Support the current JPMM CS model of answering phone calls and email communications. Must be able to learn in a fast-paced environment in which technology changes, support models drastically change, and portal enhancements are constantly evolving
  • Provide technical support and resolution for various applications hosted on JP Morgan Markets portal, their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.)
  • Develop value propositions around scalable solutions that will address problem statements for internal and external clients. Support the development and implementation of simple process changes and low-level artifacts for the team if required. Measure individual performance using the Objectives and Key Results (OKR) framework
  • You are calm: you address urgency head-on and handle difficult, ambiguous situations with a clear, cool head and an open mind
• L1 Technical Troubleshooting
  • Inquiry Investigations : Over 80% of the inquiries require detailed analysis and an understanding of how the issue is impacting the user/client and the functions they're trying to perform, determining how they are using our products and recommend alternatives, having a thorough understanding of how transactions are processed (end to end), understanding how entitlements are established and maintained, and finally understanding how transaction data (reports/files/applications) is presented and distributed to determine the appropriate course of action to pursue. Consistently exhibit Design Thinking and customer centric problem solving
  • Entrepreneurial spirit & ability to wear many hats with minimal direction. Strong teamwork and people skills. Strong problem solving, collaboration, communication, with proven ability to influence multiple stakeholders without direct authority
  • Always an ally to colleagues and upper management. You think big and are a not afraid to challenge the status quo
• Markets Operations / Trade Lifecycle / Other
  • Experience preferred on key applications hosted on JP Morgan Markets portal (Research, DataQuery, Prime Brokerage etc), their functionality (Corporate Actions, Money Transfer, Trade Reporting, Settlement Exceptions, Transaction Execution, Reporting, etc.) and the information (Transaction, Position, Balance, P&L, Exception, etc.)
  • Exceptional organizational and time management skills. Must be able to prioritize workloads, multitask, and react quickly to consistently changing business expectations. Data analytics skills covering as a basis, but not limited to, excel, access database, Alteryx, Tableau for business analysis
  • Experience in reporting, data analytics, project mgmt., operating model project would be a bonus but is not essential. You always think of the clients first and that their issue is of high importance and act with a sense of urgency in of offering a solution or suggestion
  • Experienced with multiple marketing channels and a history of focusing on the right resolution for the right customer on the right channel (at the right time!

J.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 Corporate & Investment Bank (CIB) provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Digital & Platform Services teams support the Corporate & Investment Bank and its partners and functions including Technology, Data Science, Client Service, Product and Platform as well as other businesses and stakeholders across the firm.
Markets Operations supports all asset classes including equities, fixed income, currencies and commodities. Services provided encompass trade support, pre-execution support for electronic trade systems and vendor platforms, client servicing, regulatory reporting and controls, as well as asset servicing, clearing, settlement and collateral management, vaulting and movement of physical commodities and billing support for clients and partners in over 100 global markets. Our external clients include Asset Managers, Pension and Life Funds, Government Funds, Hedge Funds, Broker Dealers, Global Custodians, Agent Banks, Corporations, Retail clients and other Financial Institutions.
Digital Client Services (DCS), a team part of Markets Operations, was formed just over 4 years ago and is comprised of client relationship managers, service specialists and product and delivery managers who are driven by a common goal - designing and building a new digital client service experience which brings together data, intelligence, people and a platform-mindset. Core to their way of working is an ethos which pushes each team member to combine their know-how of clients and processes with digital capabilities. With digital capabilities we have the opportunity to truly leapfrog, improving the client experience as well as creating unique value through client service - not only for our clients, but also for their clients.
J.P. Morgan Digital Client Support (previously known as JPMorgan Markets Client Support) is a global team of 31 client service professionals providing 24*5 L1 coverage for JP Morgan's digital channels as well as multiple businesses and products. The team endeavors to provide comprehensive solutions to clients on issues that span across the entire trade lifecycle.
About Us
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.
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.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.