Client Service Analyst

JPMorgan Chase & Co.; North Carolina; On-site; USD 55,000 - 75,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Client Service Delivery Analyst to support service center operations, handling client inquiries, processing transactions, and resolving issues to strengthen client relationships.

The role emphasizes collaboration with internal partners, change management, and applying digital literacy and process automation to improve efficiency while staying vigilant on fraud prevention.

Qualifications

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting in a client-support environment
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency
• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency
• Prior call center experience and/or customer-facing phone support experience (inbound/outbound), including handling multiple client requests by phone, documenting interactions, and de-escalating/resolving issues during live calls
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making
• Bilingual proficiency in English and Spanish

Responsibilities

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services, while supporting clients primarily via phone-based interactions
• Address client inquiries and troubleshoot issues in real time through inbound and/or outbound calls, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact, including changes that affect phone workflows, scripts, call controls, and client communications

Job description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

As a Client Service Delivery Analyst within JPMorgan Chase, you will be a key player in our service center operations, providing exceptional customer service and support. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will apply your knowledge of our products and services to resolve issues and enhance client relationships. Your ability to plan and manage your work, coupled with your developing skills in strategic planning, digital literacy, and process automation, will be crucial in achieving operational objectives. Your role will also involve collaborating with internal stakeholders, mitigating conflicts, all while maintaining a keen awareness of fraud prevention strategies.

Job responsibilities

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services, while supporting clients primarily via phone-based interactions
• Address client inquiries and troubleshoot issues in real time through inbound and/or outbound calls, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact, including changes that affect phone workflows, scripts, call controls, and client communications

Required qualifications, capabilities and skills

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting in a client-support environment
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency

Preferred qualifications, capabilities and skills

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency
• Prior call center experience and/or customer-facing phone support experience (inbound/outbound), including handling multiple client requests by phone, documenting interactions, and de-escalating/resolving issues during live calls
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making
• Bilingual proficiency in English and Spanish