Client Service Analyst IV - Bilingual English/Portuguese Required

Aumni; Tampa (FL); Sur place; USD 60 000 - 90 000; Plein temps

Résumé du poste

JPMorganChase is seeking a Client Service Delivery Analyst to join our Global Client Access - Access Support Group. You will address client inquiries, troubleshoot issues, and refer services as appropriate, applying knowledge of our products to strengthen client relationships.

The role emphasizes collaboration with internal stakeholders, change management, and awareness of fraud prevention. Fluent in English and Portuguese is preferred, with training sessions and LATAM holiday observance noted.

Qualifications

• Experience in customer service operations with a focus on troubleshooting.
• Proven ability to build productive internal stakeholder relationships.
• Experience using problem-solving techniques to improve operational efficiency.
• Fluent in English and Portuguese communications (written, verbal, reading).

Responsabilités

• Address client inquiries and troubleshoot issues, applying operating procedures and developing skills in digital literacy and automation.
• Participate in end-to-end change management, applying early change-management proficiency to influence others and mitigate impact.

Connaissances

Customer service operations

Troubleshooting

Stakeholder relations

English-Portuguese comms

Outils

Automation tools

AI/ML technologies

Description du poste

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 JPMorganChase, you will be a key player in our service center operations, providing exceptional customer service and support. Your role will involve addressing client inquiries, 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.

The Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.

Job responsibilities

• Address client inquiries and troubleshoot issues, 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.

Required qualifications, capabilities, and skills

• Knowledge or equivalent expertise in customer service operations, with a focus on troubleshooting.
• 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.
• Fluent in English and Portuguese languages (written, verbal, reading) communications.

Preferred qualifications, capabilities, and skills

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.
• 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.
• Spanish language in written, verbal and reading preferred

Required or additional information

• Hours 8:00am - 9:00pm Eastern Standard Time
• 9 hour schedule will be determined between 7am - 9pm
• Training will be between 8am - 5pm or 9am - 6pm
• Candidate required to observe local Latin America (LATAM) holidays and work US holidays except, Christmas and New Years.

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 FAQs for more information about requesting an accommodation.

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

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. Drive client success by delivering exceptional service, resolving issues, and enhancing relationships with strategic insights.