Empower client success through expert technical support, process innovation, and continuous improvement in transmission services.
Job Summary
As a Transmission Support Specialist within the Transmission Support Team, you will provide comprehensive technical and transactional support via phone and email. You will be responsible for completing daily tasks, leading and participating in departmental projects, and driving continuous improvement to better serve clients and internal partners. This role challenges you to learn new skills, challenge the status quo, and contribute to the team’s evolution.
Job Responsibilities
- Own and resolve client and internal partner inquiries received via phone, email, and internal case transfer in a timely manner.
- Accurately document and follow up on all inquiries, ensuring thorough and timely communication.
- Deliver exceptional client experiences while maintaining business requirements and advocating for client needs.
- Escalate issues promptly, adhering to defined escalation procedures and ensuring resolution.
- Provide telephone hotline and email support to JP Morgan Access users, including proactive outreach to address processing errors or platform changes.
- Monitor the group mailbox, assign email inquiries for investigation, and manage case volumes and aging according to the playbook.
- Partner with leadership, team members, and business partners to resolve client issues, support policy and training development, and participate in special projects.
Required Qualifications, Skills and Capabilities
- Strong communication skills with the ability to deliver clear and concise information via phone, email, and chat.
- Demonstrated ability to manage multiple tasks, prioritize effectively, and ensure timely completion of responsibilities.
- Proven experience in case management, including documentation, follow-up, and escalation.
- Ability to independently develop business and application knowledge to maintain effectiveness in the role.
Preferred Qualifications, Skills and Capabilities
- Experience providing technical or transactional support in a financial services environment.
- Familiarity with JP Morgan Access or similar platforms and related product knowledge.
- Background in training delivery, such as new hire or product upskill training.
- Track record of contributing to process improvements and coaching peers on technical or product knowledge.
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