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You are a production fast-paced environment enthusiast. You have found the right team!
As a Client Service Specialist IV in the Care Service Center you will be responsible for ensuring that JPMorgan Chase offers the highest standard of service to all clients, external and internal. The principal purpose of the position is to act as a central point of contact for the client, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. The Client Service Representative will focus on resolution of all cash and account investigations and issues, identifying and resolving workflow issues and on ensuring clients’ needs and expectations are met.
Job Responsibilities
- Field incoming inquiries from the product/segment classified client channels, such as ‘800’-telephone number; as it relates to Treasury Services related products.
- Adhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standards
- Ensure the prompt resolution of all customer queries while ensuring the client experience is world class.
- Investigate and resolve generic issues that generate escalated enquiries
- Assist Relationship Managers with queries on customers’ accounts (e.g. following up on old queries or updates, escalations, etc.)
- Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
- Track all inquiries received into the service center regardless of channel in the case tracking tool Navigator.
- Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard.
Required qualifications, capabilities, and skills
- Excellent communication skills (verbal and written) with emphasis on banking terminology
- Demonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or request
- Ability to work in a fast-paced environment and an adaptability to change
- Strong problem-solving and decision-making skills
- Exhibits ability to work effectively in a team environment
- Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time
Hours of Work / Shift Timings in Tampa
- Fully-staffed: Monday-Friday, 8:00 AM – 9:00 PM Eastern Standard Time
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.
