JPMorgan Client Service Specialist IV 

United States, Florida, Tampa 

421060876

As a Client Service Specialist IV in in the Payments Solution Center you will be responsible for ensuring that JPMorganChase offers the highest standard of service to all clients, external and internal. You will 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. You 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.

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. Inquiries normally fielded by the Solutions Center staff
• Adhere to the policy, procedures and standards as governed by International Standards Organization (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, skills and capabilities

• 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 – 8:00 PM Eastern Standard Time