What are the responsibilities and job description for the Client Service Analyst - Merchant Services L2 Tech Support position at JPMorgan Chase?
Are you ready to make a real difference for our customers? Join JPMorgan Chase & Co. as a Client Service Analyst, where you'll balance your focus on business results with offering options and finding solutions to help our customers. If you're a proactive communicator with a passion for customer service, this is the opportunity for you!
Job Summary:
As a Client Service Analyst within our Commercial & Investment Bank (CIB) Line of Business, you will be responsible for balancing business results with offering options and finding solutions to help our customers. You will communicate effectively in a metrics-driven environment, navigate multiple technologies while staying engaged with customers, and demonstrate resiliency and adaptability in a fast-paced setting. You will possess a strong customer focus, take ownership of each interaction, and document account activities thoroughly. You will approach problems logically, make quick and effective decisions, prioritize work efficiently, and abide by all regulatory and department practices. You will work independently and in a team environment, exercising critical thinking and independent judgment.
Job Responsibilities:
- Communicate comfortably with customers in a metrics-driven environment.
- Navigate multiple technologies while staying engaged with customers.
- Demonstrate resiliency and adaptability in a fast-paced environment.
- Possess strong customer focus and have detailed conversations with customers.
- Take ownership of each customer interaction, treating customers with respect and empathy.
- Document customer account activities thoroughly and concisely.
- Demonstrate personal excellence, including punctuality, integrity, and accountability.
- Approach problems logically and with good judgment to ensure appropriate customer outcomes.
Make appropriate decisions on behalf of customers quickly and effectively.
- Abide by all applicable regulatory and department practices and procedures.
Work independently and in a team environment.
Required Qualifications, Capabilities, and Skills:
- High School diploma/GED required.
- Must be willing to work in an environment utilizing both phone and email communications with both Merchants and internal clients.
- Minimum of one year of customer interaction.
- Merchant Services Level 2 Tech call center experience required.
Preferred Qualifications, Capabilities, and Skills:
- Proficiency with basic computer functions, including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment strongly preferred.
- Proficient and confident in handling advanced technical concepts.
- Customer support experience strongly preferred, either by phone or face-to-face.
Work Schedule:
Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter. This position requires attendance at scheduled training, which may not coincide with your regular hours.