Workplace Solutions - Customer Service Analyst

Testing Site - JPMC; Columbus (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

Testing Site - JPMC in Columbus seeks a Customer Service Analyst to be the primary contact for participants, delivering outstanding service and product knowledge within JP Morgan Workplace Solutions.

You will engage customers by phone and email, resolve queries across Operations and IT, and contribute to continuous improvement while maintaining discretion and a client-first mindset.

Qualifications

• Excellent customer service skills via phone and email.
• Client focus and interpersonal skills with ability to network.
• Proactivity and continuous improvement mindset.

Responsibilities

• Acts as the first point of contact for JP Morgan Workplace Solutions, providing exceptional customer service and knowledge on products and services.
• Communicates with customers via phone and email to provide timely, high-quality responses.
• Collaborates with Operations, Payments, Settlement, IT, and Sales to resolve client queries.
• Uses adaptive communication to understand customer needs and tailor the experience.
• Identifies areas for improvement within the Service Desk to support business activities.
• Handles challenging conversations including complaints when necessary.

Skills

Customer Service

Communication

Proactivity

Discretion

Technical Skill

Education

University degree in Economics or Finance

Job description

Workplace Solutions is a tech and service-based offering, created to empower teams to easily navigate their workplace incentives with confidence. Our intuitive solutions help to attract and keep talented people.

If you are seeking a client facing role that promotes exceptional customer service and innovation this may be the position for you.

As a Customer Service Analyst in JP Morgan Workplace solutions you will be a prominent point of contact for our participants. This role demands good communication and a desire to deliver exceptional client service.

Job Responsibilities

• Acts as the first point of contact for JP Morgan Workplace Solutions, providing exceptional customer service and knowledge on the products and services that will support customers in their financial journey.
• Communicates with customers via phone calls and emails, in order to turn them around in a timely manner with high quality responses
• Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
• Uses soft skills to adapt your ton to each customer to create a memorable experience whilst fully understanding their needs
• Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities
• Handles challenging conversations including complaints when necessary

Required Qualifications, Capabilities and Skills:

• Excellent Customer Service skills in telephone and email etiquette
• Client focus, interpersonal skills and ability to network.
• Proactivity and Continuous Improvement mindset.
• Maintains highest level of technical skill in field of expertise.
• This position requires a high degree of discretion and judgement.

Preferred Qualifications, Capabilities and Skills:

• University degree in Economics, Finance or equivalent work experience desired.
• Experience in Customer Service role, preferably in the Financial Services
• Be an excellent communicator
• Be empathetic and problem solver, have a passion for learning and self development
• Other languages are also advantageous with examples includingSpanish, Norwegian, French, Finnish, Czech, Polish, German and Arabic.