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Form of workIf you are passionate about resolving escalations, you have found the right team!
As a Client Service Associate - Escalation Manager (Tier 3) in Payments, you will serve as the point of escalation for stakeholders and clients, both internal and external, with a focus on resolving escalated product and service-related concerns for JPMorgan Access. You will support of digital channels, embedded solutions, as well as escalations stemming from transactional inquiries. In this exciting role, you will be part of a larger team that supports the Payments Solution Center, a global service team that supports over 1MM inquiries annually, working directly with a diverse, global client population ranging from businesses to government agencies. In addition to the escalation management responsibilities, you will also manage production incidents at all levels including Major Incidents and may serve as a direct point of contact for notable clients.
Job Responsibilities:
- Serve as an escalation point of contact with strong product knowledge to the Payments Solution Center, Service, and other internal partners with a focus on JPMorgan Access.
- Provide direct support to the JPMorgan Access Support Help Desk specialist with complex questions or escalations through phones, emails, and chats.
- Serve as a point of contact during Major Incidents working with the Global Incident Management team and other partners providing information regarding client impacts, product, and helpdesk impacts. Maintain Senior leadership informed, providing periodic communications during the incident.
- Represent the Payments Solution Center in meetings with clients and internal partners, including client calls, business reviews, RCA discussions, and project calls.
- Conduct analysis of service cases and partner with relevant stakeholders to mitigate potential escalations or recurrence of past issues
- Provide insight and expertise during the development of support documentation and procedures.
Required Qualifications, Capabilities and Skills:
- Bilingual Spanish and English
- Strong oral and written communications
- Meeting facilitation and influencing skills
- Able to effectively multi-task with effective time management and organization
- Strong problem solving, critical thinking, decisive and detailed oriented
- Demonstrate technical fluency and able to lean and understand technical concepts
- Knowledge of Microsoft Operating Systems and Office Suite
Preferred Qualifications. Capabilities, and Skills:
- Brazilian Portuguese strongly preferred
- Corporate Treasury Management, Payment Processing and Reconciliation
- Project Management
- Client Relationship Management
- Business Processes and Procedures
- Digital Channels Product knowledge
- Banking/Fintech Industry knowledge
Work Schedule
- working hours required for this position are Monday through Friday, 9am EST to 6pm EST and may require support during U.S. holidays as well as work outside of set work schedule as needed.
This role is not eligible for H1B or sponsorship
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.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
