Transmission Support - Client Service Analyst at JPMorgan Chase Bank, N.A.

Posted in General Business 10 days ago.

Type: Full-Time
Location: Tampa, Florida





Job Description:

We're growing fast and we are always on the lookout for the best talent across the financial service industry. If you're a tech enthusiast and passionate about customer service - you could just be the one we're waiting for! The Solution Center Transmission Support Team provides 24/7 support to internal and external clients. Our clients utilize various file delivery & API based services (involving both transaction initiation and reporting). In this role, you will serve as the front line of support for this complex and growing channel. Our supported product suite includes • The Treasury Services API Gateway; • Global Real Time Payments; • JPMorgan Wallet (and other emerging Alternative Payments products, such as JP Morgan Coin); and • The Host to Host Transmission Services product. (Host to Host is a secure, electronic communications environment offering various connectivity and security options. This is a universal service available to any line of business across the bank.)

Responsibilities:

•Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners

•Accurate and timely documentation and follow up on all inquiries received

•Advocating on behalf of client to ensure client needs are met when working with business partners

•Timely escalation of issues, ensuring that the defined escalation procedures are followed

•Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries

•Proactive outreach to clients and internal partners to address processing errors or in support of platform changes

•Monitoring of the group mailbox and assignment of email inquiries that require investigation

•Troubleshooting of rejected activity, connectivity issues, and security related failures

•Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals

•Support the development and maintenance of policies, procedures, and training materials

•Independent personal development of business and application knowledge to ensure continued effectiveness in the role

•Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards

This role requires a wide variety of strengths and capabilities, including:

•2-5 years of Customer Service and/or Technical Support experience preferably with work experience in banking or the financial service industry

•Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work and with strong attention to detail

•Strong spoken and written communication skills

•Able to maintain awareness of multiple work streams simultaneously

•Flexible. Able to adjust schedule to meet client needs as needed (including weekends and holidays)

•Able to work remotely

•Able to build and maintain good working relationships with business partners

•Able to translate complex technical information into simple terms

•Ability to navigate and resolve questions and issues through effective troubleshooting and line of inquiry

•Able to effectively manage operational risk through adherence to established procedures and controls

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.

Equal Opportunity Employer/Disability/Veterans





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