Customer Service jobs in United States, Delaware, Wilmington

You will be at the forefront on forging transformative partnerships with top-tier global brands, creating innovative co-brand card solutions that drive commerce and deliver unparalleled rewards. In addition, you will be responsible for helping to set a vision and develop Card services that boost our efficiency and effectiveness with our global brand partners.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms

• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity

• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences

• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement

• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences

• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding

• Demonstrated expertise in creating direct and indirect experiences for diverse users

• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives

• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience

• Navigate complex organizational dynamics

• Great stakeholder management

• Drive and lead workshops with business partners and cross functional teams.

Job Responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences, aligning business objectives and customer experience enhancement across multiple products and platforms.
• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points and opportunities for improvement.
• Design service blueprints and document processes and touchpoints, incorporating inclusive design principles for seamless experiences.
• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making and develop experience-led metrics.

Required Qualifications, Capabilities, and Skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding.
• Expertise in creating direct and indirect experiences for diverse users.
• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus.
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.

Preferred Qualifications, Capabilities, and Skills

• Ability to synthesize complex, interdependent, and sometimes competing needs.
• Excellent written and verbal communication skills, including the ability to present concepts and justify design decisions.
• Strong analytical and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Experience conducting user research and translating insights into design solutions.
• Ability to analyze and synthesize qualitative and quantitative data.
• Ability to present and defend design decisions to stakeholders.

The Applicant Services Executive Director will play a pivotal role in enhancing the applicant experience by providing innovative design, comprehensive support and guidance throughout the applicant process for all of CAMP. This position requires a strategic thinker with strong collaborative skills to drive initiatives, navigate industry changes, and maintain a competitive edge in the market.

Job responsibilities

• Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
• Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
• Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
• Owns product performance and is accountable for investing in enhancements to achieve business objectives
• Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
• Lead the modernization, growth, and maintenance of applicant services strategies, ensuring alignment with organizational standards and priorities.
• Establish strong relationships with partners and providers to ensure seamless applicant experiences and represent applicant services in interactions with local regulators.
• Coordinate across Operations, Client Service, and Technology to align service development with overall market strategy, while partnering with Compliance to adhere to regulatory frameworks.
• Maintain a strong focus on risk and controls, ensuring issues are identified, escalated, and managed effectively and transparently.
• Plan and deliver innovative information to applicants efficiently in various formats, contributing to documentation related to applicant services.
• Demonstrate principled leadership in aspects of culture and conduct, articulating the organization's competitive proposition and key differentiators.

Required qualifications, capabilities, and skills

• 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
• Extensive knowledge of the product development life cycle, technical design, and data analytics
• Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
• Experience driving change within organizations and managing stakeholders across multiple functions
• Possess a comprehensive knowledge of the applicant lifecycle and solid understanding of business processes and risk controls.
• In-depth understanding of market participants, client requirements, and market practices, demonstrated through established relationships and previous achievements.
• Proven track record in delivering and managing change effectively, with strong analytical, problem-solving, and process re-engineering skills.
• Exceptional communication and presentation skills, with the ability to convey clear, concise messages and leverage the broader organization to achieve objectives.
• Excellent organizational and time management skills, with the ability to manage and prioritize multiple tasks across different time horizons while meeting deadlines.
• Proven ability to manage teams both directly and through dotted-line relationships, as well as across support areas to achieve overall objectives, with a strong understanding of the regulatory environment and its impact on applicant services.

Preferred qualifications, capabilities, and skills

• Recognized thought leader within a related field
• Candidate should be a significant market participant and able to represent clients in discussions and seminars
• A confident executive who engages effectively with all levels, secures support for initiatives, and communicates market developments engagingly
• Capable of managing diverse activities over time, with strong prioritization skills

Job responsibilities:

• Take ownership of the approval process for new loans, modifications, risk grades, and annual reviews while managing and developing junior Credit Officers and Analysts.
• Provide recommendations to business partners and senior management during the prescreen, structuring, and approval-to-pitch process.
• Guide complex structuring and loan negotiation with expert judgment throughout the loan closing and monitoring process.
• Ensure compliance with the firm's risk management and control policies and lead 3rd line of defense and external regulatory reviews of the portfolio.
• Utilize credit authority throughout the loan origination and monitoring phases.
• Monitor industry and economic trends to identify potential risks and elevate issues to Senior Management.
• Collaborate in periodic portfolio reviews with Senior Management.
• Oversee ad hoc risk-related projects and workflows.
• Drive efficiency through automation and embrace new technologies.
• Communicate with external and internal stakeholders..
• Contribute to various AWM and CCB Committees and Forums as a voting member or IRM partner.

Required qualifications, capabilities, and skills:

• Master’s or Bachelor’s degree required.
• 15+ years in a banking or credit role with a track record of exceeding performance expectations.
• Proven skills in loan structuring, complex finance structures, negotiating, credit analysis, and portfolio management.
• Advanced knowledge of the high net worth industry and financial markets.
• Superior understanding of market dynamics and economic drivers.
• Outstanding professional reputation and integrity.
• Strong leadership skills and ability to manage and train a team.
• Strong presentation, business writing, and communication skills.

Preferred qualifications, capabilities, and skills:

• Experience with high net worth lending and capital markets.
• Familiarity with innovative technologies in risk management.
• Ability to drive strategic initiatives and projects.
• Experience in regulatory review processes.
• Active participation in industry forums and committees.
• Strong analytical and problem-solving skills.
• Ability to collaborate effectively across teams and functions.

Job Responsibilities:

• Monitor money transfer queue and performing outbound client calls for verification/confirmation.
• Manage daily email and phone inquiries accurately, within established deadlines and in accordance with firm and business policies and procedures, as well as applicable FINRA and other federal regulations.
• Provide high quality, high touch service to J.P. Morgan Advisors Financial Advisors/Client Associates.
• Coordinate and follow through on Financial Associate/Client Associate requests
• Research, follow-up and resolve inquiries and issues through effective interaction with advisors, client associates, product partners, branch/operations teams and other staff in a timely and professional manner.

Required qualifications, capabilities, and skills:

• Ability to work effectively as a member of a team
• Excellent communication skills, both written and oral
• Ability to multi-task and manage priorities effectively
• Ability to adapt to a rapidly changing business and technology environment
• Exceptional problem-solving skills
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases

Preferred qualifications, capabilities, and skills:

• Client service experience preferred
• Experience with a wide range of investment products preferred
• Bilingual Spanish speaking is preferred
• College degree or equivalent financial services/banking industry experience preferred