Workplace Solutions - Customer Service Analyst

TwinThread; Columbus (OH); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Comprehensive health care coverage

On-site health and wellness centers

Retirement savings plan

Tuition reimbursement

Financial coaching

Job summary

TwinThread is seeking a Customer Service Analyst in Columbus to provide exceptional customer service and support for JP Morgan Workplace Solutions. In this role, you'll serve as the first point of contact for clients, ensuring timely and high-quality responses to their queries.

The ideal candidate will have excellent communication skills, a proactive mindset towards continuous improvement, and ideally a degree in Economics or Finance. A diverse range of benefits and a total rewards package are offered, highlighting the company's commitment to diversity and employee wellness.

Qualifications

• Strong communication skills via phone and email.
• Experience in a customer service role, preferably in Financial Services.
• Ability to solve problems empathetically.

Responsibilities

• Act as first contact point providing customer service and product knowledge.
• Communicate with customers to resolve queries timely.
• Identify areas for improvement within the Service Desk function.

Skills

Excellent Customer Service skills

Client focus and interpersonal skills

Proactivity and Continuous Improvement mindset

Discretion and judgement

Multiple language proficiency

Education

University degree in Economics, Finance, or equivalent

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 including Spanish, Norwegian, French, Finnish, Czech, Polish, German and Arabic.

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.

Join the Workplace Solutions team as a Customer Service Analyst in Columbus.