Digital Client Services Support - Associate

Traba; Coristanco; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A leading financial services firm in Coristanco is seeking a Digital Client Services Support Associate to enhance the client experience through exceptional service and technical troubleshooting. This role requires 6+ years in Operations or Technology, with at least 2 years in client service or incident management. Candidates should possess strong communication and organizational skills, be able to handle complex situations with ease, and have a background in data analytics tools like Excel and Tableau. Competitive compensation and a dynamic work environment await.

Formación

• 6+ years of experience with Operations/Technology and 2+ years in client service.
• Ability to prioritize and multitask in a dynamic environment.
• Proficient in data analytics and reporting tools.

Responsabilidades

• Provide exceptional client service and QI management support.
• Ensure quality control in case resolution and management.
• Develop value propositions around scalable solutions.

Conocimientos

Client Service

Technical Troubleshooting

Data Analytics

Organizational Skills

Multitasking

Communication

Herramientas

Excel

Alteryx

Tableau

Descripción del empleo

Digital Client Services Support - Associate

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.

Responsibilities

• Client Service: Provide exceptional Client Service and Query / Incident Management support to Markets Operations clients.
• 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.
• 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 6+ years with Operations / Technology with minimum 2 years of proven history in client service and/or incident management.
• Client Service: 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.
• Calm under pressure: 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: 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 not afraid to challenge the status quo.
• Markets Operations / Trade Lifecycle / Other: 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 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 ...