JPMorgan Client Service Analyst 

United States, Indiana, Indianapolis 

686129775

As a Client Training Analyst within the Commercial Bank, you will develop learning plans for our clients that are tailored to their unique needs. The planning will encompass ensuring that all necessary technology, entitlement and systemic requirements are appropriate and complete in order to deliver a premier training experience. Client trainers facilitate one on one client training newly on boarded clients and existing clients who need a more customized session to learn multiple products and want to view their actual company files and data. Client trainers also facilitate webinar trainings which are live facilitator-led web conferences where multiple clients can attend. Training delivery methods will vary depending on client needs but is mostly conducted via Zoom (approximately 5-6 one hour sessions per day).

Job Responsibilities

• Facilitate one on one and/or group client training sessions to external clients (Sessions are generally 1 hour in length). Client trainers will ensure that client questions are identified in the training session(s) are answered and that all efforts to build confidence in usage are employed.
• Document all inbound / outbound calls are completed within guidelines and according to the established SLAs.
• Update the systems of record (multiple systems) to ensure that the actions taken are clear for other areas that might access the records to further assist clients now or in the future.
• Assess and resolve issues. This includes escalating concerns when appropriate and ensuring that all follow up for unresolved inquiries or issues occur in a timely fashion.
• Participate on project teams or process improvement initiatives.

Required Qualifications skills and capabilities

• At least 1+ year of training delivery experience and/or the ability to deliver complex information in a simple, and logical manner (e.g., walk through, test resolution).
• At least two years of Call Center experience.
• Strong level of attention to detail, ability to multitask with a strong customer focus.
• Strong business/cash management, product and process knowledge.
• Excellent oral, written and presentation skills.
• Excellent organizational and time management skills.
• Ability to work with little supervision.

Preferred Qualifications, skills and capabilities

• Familiarity with banking products and services
• Bi-lingual in English and Spanish

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees