OMNIChannel Client Service Analyst

4 weeks ago

Tampa, Florida, United States JPMorganChase Full time

Job Description
If you thrive in a fast paced escalation and technical support environment, you have found the right team.
As a Omnichannel Client Service Analyst in Payments you will work closely with internal and external stakeholders to deliver solutions that power client growth, create a seamless experience for our clients, and anchor JPMorgan Payments as the preferred payments provider to large clients and franchises across North America.
You will be responsible for resolving technical issues experienced by clients with regards to the products and services offered by JPMorgan Payments. You will need to analyze and document available data, monitor and manage customers' expectations, and be responsible for the resolution of reported issues within the defined SLAs. You will also be actively involved with communicating product gaps and readily suggest product and process improvements.
Job Responsibilities

  • Assist Customer Service level II Tech specialists with escalations and general support needs via assist queue, chat, email etc.
  • Provide technical support to clients by troubleshooting and efficiently resolve problems via phone, email or in person
  • Handle all escalated technical issues by validating defects, debugging, verifying network connectivity and setting up traces
  • Interpret customer issues, report design concerns, reliability and/or maintenance problems
  • Recommend technical and process improvements where possible to improve the overall effectiveness or marketability of a product
  • Execute training and product knowledge transfers with internal Operational and Client Services partners
  • Manage and facilitate technical client escalations and own to resolution
  • Collaborate with internal stakeholders to maintain service levels and delivery obligations
  • Be an active participant in the refinement and growth of our Omnichannel products and services and Solutions business case
  • Ensure all produce documentation and job aids, tip sheets, manuals and reference guides are created, archived and maintained

Required Qualifications, Skills and Capabilities

  • 3+ years experience in the payments industry or related technology field
  • Possess strong knowledge of payment environments, and integration methodology/languages
  • Exhibit proven track record with multi-faceted payment platform implementations for large and mid-tier enterprise businesses
  • Possess strong communication skills to partner effectively with cross-functional stakeholders
  • Be self-managed to execute multiple concurrent initiatives in a fast-paced results and performance-driven environment
  • Possess ability to analyze issues and problems, recommend solutions, and communicate effectively and confidently - both verbal and written
  • Have strong documentation skills
  • Must be willing to work schedules during our operating hours, which may include evenings, weekends, & holidays

Preferred Qualifications, Skills and Capabilities

  • Degree in computer science or related technical field
  • 2+ years in a technical role with integrated solutions
  • Proficiency with data tools (excel, database), data visualization tools (PowerPoint, Tableau) are strongly preferred

This position is not eligible for visa sponsorship
About Us
JPMorgan Chase & Co., 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. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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 is an Equal Opportunity Employer, including Disability/Veterans
About the Team
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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