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Job Description
We have an opportunity to impact your career and provide an adventure where you can push the limits of what's possible.
As a Service Desk agent at JPMorgan Chase within the Consumer & Community Banking Technology team, you will be responsible for providing application support for internal Chase employees. Your user engagement will include Live Chats, Service Now tickets, emails and Microsoft Teams chats, and other forms of communication. In addition to direct customer support, the agent will work on assigned projects and initiatives to help improve our customer’s experience, reporting and data analytics, and support our team’s ongoing modernization efforts.
Job Responsibilities
- Support Customers daily utilizing Amelia’s Live Chat feature.
- Analyze and work Incident tickets to closure within the Service Now tool.
- Monitor applications, emails, Chats, queues for potential issues.
- Identify when urgent/critical issues need to be raised to management, level two, and other areas of Production.
- Investing in relationships and improving collaboration with a “One Team” mentality.
- Taking full ownership of issues raised where needed, including any required follow-ups and documentation.
- Communicating effectively within and outside the team, building a shared understanding.
- Working to increase speed of delivery without compromising quality, aligning with the team’s SLA’s and business objectives.
- Work on ad hoc projects and initiatives in support of the Service Desk.
Required qualifications, competencies, and skills:
- At least 2+ years of Mortgage experience.
- Customer focused and service orientated.
- Highly disciplined and process oriented with an attention to detail.
- A bachelor’s degree or equivalent experience in Banking or Service Desk support.
- Excellent verbal and written communication skills.
- Ability to work unsupervised and prioritize workload.
- Ability to demonstrate sensitivity to, and respect for, a diverse population.
- Intermediate PC skills in a Windows-based environment.
Preferred qualifications, competencies, and skills:
- Previous experience in Home Lending Originations or Fulfillment.
- Experience with ticketing systems such as Service Now and Jira.
- Familiar with mortgage investors and insurers, such as the Federal National Mortgage Association (FNMA), Federal Home Loan Mortgage Corporation (FHLMC), Federal Housing Administration (FHA), Veteran’s Administration (VA), and their guidelines.
Hours of Work/Shift Timings
JPMorgan Chase Home Lending has a global presence; therefore, candidates should be flexible in their ability to work. This team provides support Monday – Friday, 6 am – Midnight U.S. ET. In addition, we have rotational weekend shifts. Shift flexibility is required for this role.
ABOUT USWe 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
Our Consumer & Community Banking Group depends on innovators like you to serve consumers, small businesses, municipalities and non-profits. You’ll support the delivery of award winning tools and services that cover everything from personal and small business banking as well as lending, mortgages, credit cards, payments, auto finance and investment advice. This group is also focused on developing and delivering cutting edged mobile applications, digital experiences and next generation banking technology solutions to better serve our clients and customers.
