JOB DESCRIPTION
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
Provide excellent customer service via email and phone at 1st and 2nd level response.
Escalate unresolved issues to 2nd and 3rd line support teams.
Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc).
Provide ad-hoc training and education to users as well as contribute to Knowledge base articles.
Maintain contact with customers throughout the ticket life cycle.
Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
Required Qualifications, Capabilities and Skills:
Excellent Customer Service skills in telephone and email etiquette through the German language.
Strong problem-solving skills.
Client focus, interpersonal skills, and ability to network.
Proactivity and Continuous Improvement mindset.
Maintain highest level of technical skill in field of expertise.
This position requires a high degree of discretion and judgment.
Passion for learning new things every day and a continuous improvement mindset.
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 or Software industry.
Experience with Contact Center solutions.
Other languages are also advantageous with examples including Czech, French, Finnish, Norwegian, Swedish, Polish, and Arabic.
J.P. Morgan Wealth Management Solutions comprises a workforce of more than 2500 professionals spanning across 50 cities globally. Within WM Solutions, diversity is not only a fundamental necessity but a business imperative, and we are committed to building an equitable workforce that represents the communities we serve. We understand the importance of inclusion, work-life balance, and our robust benefits reflect the wide-ranging needs of our increasingly diverse workforce.
ABOUT US
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals, and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
ABOUT THE TEAM
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors, and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals.
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