Client Service Analyst

3 weeks ago

Indianapolis, United States JPMorgan Chase Full time

Do you enjoy working with clients, and or training small groups of people? As a Client Training Analyst you will have the opportunity to coach new and existing clients on the use of new treasury products.

As a Client Training Analyst within the Commercial Bank, you will develop learning plans for our clients that are tailored to their unique needs. The planning will encompass ensuring that all necessary technology, entitlement and systemic requirements are appropriate and complete in order to deliver a premier training experience. Client trainers facilitate one on one client training newly on boarded clients and existing clients who need a more customized session to learn multiple products and want to view their actual company files and data. Client trainers also facilitate webinar trainings which are live facilitator-led web conferences where multiple clients can attend. Training delivery methods will vary depending on client needs but is mostly conducted via Zoom (approximately 5-6 one hour sessions per day).

**Job Responsibilities**

+ Facilitate one on one and/or group client training sessions to external clients (Sessions are generally 1 hour in length). Client trainers will ensure that client questions are identified in the training session(s) are answered and that all efforts to build confidence in usage are employed.

+ Document all inbound / outbound calls are completed within guidelines and according to the established SLAs.

+ Update the systems of record (multiple systems) to ensure that the actions taken are clear for other areas that might access the records to further assist clients now or in the future.

+ Assess and resolve issues. This includes escalating concerns when appropriate and ensuring that all follow up for unresolved inquiries or issues occur in a timely fashion.

+ Participate on project teams or process improvement initiatives.

**Required Qualifications skills and capabilities**

+ At least 1+ year of training delivery experience and/or the ability to deliver complex information in a simple, and logical manner (e.g., walk through, test resolution).

+ At least two years of Call Center experience.

+ Strong level of attention to detail, ability to multitask with a strong customer focus.

+ Strong business/cash management, product and process knowledge.

+ Excellent oral, written and presentation skills.

+ Excellent organizational and time management skills.

+ Ability to work with little supervision.

**Preferred Qualifications, skills and capabilities**

+ Familiarity with banking products and services

+ Bi-lingual in English and Spanish

**Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.**

+ Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more

+ Help the community through expansive volunteer opportunities

+ Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

Final Job Grade and officer title will be determined at time of offer and may differ from this posting.

Some travel required (10%) to visit clients and internal partners.

Please note this role is not eligible for employer immigration sponsorship.

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

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