The Solution Center Transmission Support Team provides 24/7 support to internal and external clients utilizing various file delivery services for both transaction initiation and reporting. In addition, we also provide support for the Host to Host Transmission Services product, which is a secure, electronic communications environment that offers a variety of connectivity and security options for any line of business in J.P. Morgan. The service leverages industry-standard message formats, open network communications, and advanced security techniques to satisfy client requirements in accordance with J.P. Morgan IT Control and Security Policies.
As a member of the Transmission Support team you will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.
Responsibilities will include:
Providing support for inquiries will be received via phone, email, and internal case transfer for clients and internal partners.
Monitoring of various queues for detection of file transmission issues and to ensure SLAs are met.
Troubleshooting of file transmission problems for all rejected files.
Troubleshooting of connectivity and security related errors or failures.
Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.
Accurate and timely documentation of all inquiries received.
Monitoring of the group mailbox and assignment of email inquiries that require investigation.
Support the development and maintenance of policies, procedures, and training materials.
Escalation of issues as necessary, ensuring that the defined escalation procedures are followed.
Partner with Production Management teams to troubleshoot complex network problems impacting client's file transmissions.
Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
5+ years of Customer Service experience.
1+ years of Technical Support experience.
Willing to work on weekends (Sun -Mon off)
Able to work on holidays and outside of normal coverage times as needed.
Be self-motivated and self-managing, demonstrating sound judgment and effective decision making.
Effective analytical approach and complex problem solving skills.
Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work.
Effective time management and organizational skills
Strong spoken and written communication skills.
Able to translate complex technical information into simple terms.
Ability to communicate and consult with clients concerning highly sensitive information
Able to build and maintain good working relationships with business partners and technology.
Knowledge of cash management and related services, as well as a thorough understanding of financial exposure and operational risk associated with bank products and services.
Preferred Experience/Skills:
Familiarity with text based file formats such as NACHA, BAI2, EDI, ISO, SWIFT, and SAP IDOC.
Experience working with Mainframe environment and/or command line interface.
Working knowledge of various FTP communication technologies.
Working knowledge of FTP transport and payload security technologies.
Working knowledge of various Operating systems such as Windows, Linux, and Unix.
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. 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.
