Client Service Analyst

Client Service Delivery Analyst

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 JPMorgan Chase, you will be a key player in our service center operations, providing exceptional customer service and support. 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

• Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services, while supporting clients primarily via phone-based interactions
• Address client inquiries and troubleshoot issues in real time through inbound and/or outbound calls, 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, including changes that affect phone workflows, scripts, call controls, and client communications

Required qualifications, capabilities and skills

• Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and troubleshooting in a client-support environment
• 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

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency
• Prior call center experience and/or customer-facing phone support experience (inbound/outbound), including handling multiple client requests by phone, documenting interactions, and de-escalating/resolving issues during live calls
• 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
• Bilingual proficiency in English and Spanish

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 Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors. Global Investment Banking supports a broad range of corporations, institutions and governments by providing strategic advice, capital raising and risk management expertise.