Client Service Analyst

JPMorgan Chase Bank, N.A.; New York (NY); On-site; USD 66,000 - 87,000; Full time

Job summary

JPMorgan Chase & Co. in Brooklyn, NY is seeking a Client Service Delivery Analyst to serve as a trusted partner to clients and internal stakeholders while delivering exceptional service and supporting operational excellence.

You will analyze client issues, leverage product knowledge, and collaborate across Operations, Product, Technology, and Relationship Management to drive timely resolutions and improve the client experience.

Qualifications

• Knowledge or equivalent expertise in customer service operations, with experience in transaction processing, troubleshooting, and issue resolution.
• Demonstrated ability to establish productive working relationships with internal stakeholders and drive mutually beneficial outcomes.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent verbal and written communication skills, including the ability to communicate effectively with diverse audiences.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining attention to detail.
• Experience collaborating across functions to resolve client issues and support business objectives.
• Proficiency in using technology and digital tools to improve efficiency and support client service delivery.

Responsibilities

• Process client transactions accurately and efficiently while leveraging knowledge of products, services, and operational procedures.
• Address client inquiries, troubleshoot issues, and drive timely resolution through effective problem-solving and collaboration.
• Partner with internal stakeholders across Operations, Product, Technology, and Relationship Management teams to advocate for client needs and deliver solutions.
• Identify operational risks, service impacts, and emerging trends; elevate concerns appropriately and support resolution efforts.
• Analyze client issues, service trends, and operational data to identify opportunities for process enhancements and improved client outcomes.
• Participate in end-to-end change management initiatives, helping implement process improvements while minimizing stakeholder impact.
• Support business initiatives, product enhancements, and operational transformation efforts that improve efficiency and client satisfaction.
• Leverage digital tools, automation, and emerging technologies to streamline workflows, improve service delivery, and enhance operational performance.
• Maintain a strong focus on regulatory compliance, fraud prevention, cybersecurity awareness, and operational controls.
• Build and maintain productive relationships with clients and internal partners through proactive communication and issue ownership.

Skills

Customer service operations

Analytical thinking

Problem solving

Cross-functional collaboration

Communication skills

Job description

Drive client success by delivering exceptional service, resolving issues, and enhancing relationships with strategic insights.

As a Client Service Delivery Analyst within JPMorgan Chase, you will serve as a trusted partner to clients and internal stakeholders, delivering exceptional service while supporting operational excellence. In this role, you will address client inquiries, process transactions, resolve complex issues, and identify opportunities to enhance the client experience. You will leverage your knowledge of products, services, and operational processes to drive timely resolutions and strengthen client relationships.

You will demonstrate strong analytical and problem-solving skills, collaborate effectively across Operations, Product, Technology, Relationship Management, and other business partners, and help drive strategic initiatives that improve efficiency and client outcomes. You will leverage technology, data analytics, automation tools, and emerging AI capabilities to streamline processes, support informed decision-making, and drive continuous improvement. Additionally, you will maintain a strong focus on risk management, fraud awareness, and client advocacy while helping deliver a best-in-class client experience.

Job responsibilities

• Process client transactions accurately and efficiently while leveraging knowledge of products, services, and operational procedures.
• Address client inquiries, troubleshoot issues, and drive timely resolution through effective problem-solving and collaboration.
• Partner with internal stakeholders across Operations, Product, Technology, and Relationship Management teams to advocate for client needs and deliver solutions.
• Identify operational risks, service impacts, and emerging trends; elevate concerns appropriately and support resolution efforts.
• Analyze client issues, service trends, and operational data to identify opportunities for process enhancements and improved client outcomes.
• Participate in end-to-end change management initiatives, helping implement process improvements while minimizing stakeholder impact.
• Support business initiatives, product enhancements, and operational transformation efforts that improve efficiency and client satisfaction.
• Leverage digital tools, automation, and emerging technologies to streamline workflows, improve service delivery, and enhance operational performance.
• Maintain a strong focus on regulatory compliance, fraud prevention, cybersecurity awareness, and operational controls.
• Build and maintain productive relationships with clients and internal partners through proactive communication and issue ownership.

Required qualifications, capabilities and skills

• Knowledge or equivalent expertise in customer service operations, with experience in transaction processing, troubleshooting, and issue resolution.
• Demonstrated ability to establish productive working relationships with internal stakeholders and drive mutually beneficial outcomes.
• Strong analytical, critical-thinking, and problem-solving skills with the ability to identify root causes and recommend solutions.
• Excellent verbal and written communication skills, including the ability to communicate effectively with diverse audiences.
• Ability to manage multiple priorities in a fast-paced, deadline-driven environment while maintaining attention to detail.
• Experience collaborating across functions to resolve client issues and support business objectives.
• Proficiency in using technology and digital tools to improve efficiency and support client service delivery.

Preferred qualifications, capabilities and skills

• Experience supporting Treasury Services, Receivables, Commercial Banking, Payments, or other financial services products.
• Proficiency in leveraging AI/ML technologies, generative AI, and automation tools to enhance client solutions, streamline processes, and improve efficiency.
• Demonstrated success driving continuous improvement and process optimization initiatives that enhance the client experience.
• Experience utilizing data analytics and reporting tools to identify trends, measure performance, and support decision-making.
• Ability to apply cultural intelligence and data & technology literacy to effectively engage with diverse clients and stakeholders.
• Knowledge of cybersecurity best practices and operational risk management principles to protect client information and business assets.
• Experience managing escalations and coordinating cross-stakeholder resolutions, using data-driven insights and emerging tech to improve outcomes.

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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

Base Pay/Salary

Brooklyn, NY $66,300.00 - $87,000.00