Client Service Analyst

JOB DESCRIPTION
If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team. 

As a Client Service Delivery Analyst within our Project Team, you will manage multiple queues and ensure compliance with policies and procedures. You will use tools like PeopleSoft Salem, Tandem, Automation, Excel, and Access to research and implement changes. Your role is crucial in providing quality customer service and supporting various Account Management and Merchant Help Desk teams.      Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will apply your knowledge of our products and services to resolve issues and enhance client relationships. Your ability to plan and manage your work, coupled with your developing skills in strategic planning, digital literacy, and process automation, will be crucial in achieving operational objectives. Your role will also involve collaborating with internal stakeholders, mitigating conflicts, all while maintaining a keen awareness of fraud prevention strategies. 

Job responsibilities

• Manage small to high-volume merchant projects and components of large-scale projects.
• Collaborate with internal and external departments for guidance, excel in customer service and adhere to service level agreements.
• Write and communicate process/procedure changes, assist with workload overflow within the department and organize and lead project initiatives to completion.
• Recommend and maintain automation; run pre-defined macros for bulk requests.
• Identify problems, root causes, and ensure resolution.
• Handle complex merchant matters, both project-related and customer-facing.
• Assist leadership with projects and assess team process impacts.
• Work under frequent interruptions, maintain a positive demeanor, and analyze complex cases.

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services.
• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation.
• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact.

Required qualifications, capabilities, and skills

• 2+ years of customer service, research, or analytical experience.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to plan, organize, and manage multiple tasks.
• Proficiency in using multiple systems/tools simultaneously.
• Accuracy and precision in handling client information.
• High performance orientation and sense of urgency.
• Excellent interpersonal, written, and verbal communication skills.
• Flexibility and adaptability to change.
• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting.
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes.
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.

Preferred qualifications, capabilities, and skills

• College Degree preferred.
• Enjoyment of a fast-paced, highly productive environment.
• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences.
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions.
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making.

Additional Information

• Work hours are 8am - 5pm in office.

ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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 our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

ABOUT THE TEAM
J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.