Client Service Specialist IV - Solution Center

at  JPMorgan Chase Co

JOB DESCRIPTION

Solution Center is 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 CSR (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 formally discussed and analyzed to ensure that agreed quality standards are maintained.

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

ABOUT US

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 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.

• Field incoming inquiries from the product/segment classified client channels, such as ‘800’-telephone number; fax; email; mail as it relates to Treasury Services related products. Inquiries normally fielded by the Solutions Center staff are
• Clients unable to apply debit/credit posted to their account; Beneficiary bank unable to apply funds
• Wire inquiries including case investigation and follow-ups
• DDA balance/settlement/funding/fee inquiries
• Check Verification, etc
• 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.)
• Identify clients calling for balances, transactional data and for manual payments in order to offer them the use of internal tools and JP Morgan platforms, and discuss the benefits with them for self-serve.
• 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 Service Portal.
• Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard.