Job Description

We have an opportunity to impact your career and provide an adventure where you can push the limits of what's possible.

As a Service Desk agent at JPMorgan Chase within the Consumer & Community Banking Technology team, you will be responsible for providing application support for internal Chase employees. Your user engagement will include Live Chats, Service Now tickets, emails and Microsoft Teams chats, and other forms of communication. In addition to direct customer support, the agent will work on assigned projects and initiatives to help improve our customer’s experience, reporting and data analytics, and support our team’s ongoing modernization efforts.

Job Responsibilities

• Support Customers daily utilizing Amelia’s Live Chat feature.
• Analyze and work Incident tickets to closure within the Service Now tool.
• Monitor applications, emails, Chats, queues for potential issues.
• Identify when urgent/critical issues need to be raised to management, level two, and other areas of Production.
• Investing in relationships and improving collaboration with a “One Team” mentality.
• Taking full ownership of issues raised where needed, including any required follow-ups and documentation.
• Communicating effectively within and outside the team, building a shared understanding.
• Working to increase speed of delivery without compromising quality, aligning with the team’s SLA’s and business objectives. 
• Work on ad hoc projects and initiatives in support of the service desk.

Required qualifications, competencies, and skills:

• At least 2 years of Mortgage experience. 
• Customer focused and service orientated.
• Highly disciplined and process oriented with an attention to detail.
• A bachelor’s degree or equivalent experience in Banking or Service Desk support.
• Excellent verbal and written communication skills.
• Ability to work unsupervised and prioritize workload.
• Ability to demonstrate sensitivity to, and respect for, a diverse population.
• Intermediate PC skills in a Windows-based environment.

Preferred qualifications, competencies, and skills:

• Previous experience in Home Lending Originations or Fulfillment.
• Experience with ticketing systems such as Service Now and Jira.
• Familiar with mortgage investors and insurers, such as the Federal National Mortgage Association (FNMA), Federal Home Loan Mortgage Corporation (FHLMC), Federal Housing Administration (FHA), Veteran’s Administration (VA), and their guidelines.

Hours of Work/Shift Timings

JPMorgan Chase Home Lending has a global presence; therefore, candidates should be flexible in their ability to work. This team provides support Monday – Friday, 6 am – Midnight U.S. ET. In addition, we have rotational weekend shifts. Shift flexibility is required for this role.