JPMorgan Client Service Specialist IV - Access Support Group 

Philippines, Quezon City 

979713303

As aClient Service Specialist within Solution Center Access Support group, you will providehigh quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.

Job responsibilities

• Provide telephone hotline support, chat support and email enquiry support to JP Morgan Access users.
• Log and manage calls/chats into the support tracking system.
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
• Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.
• Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.
• Provide in-house training to other Client Access staff in all aspects relating to new development / releases of SME product and its use with client base.
• Ensure all complaints are escalated appropriately, leveraging the sensitive client process.
• Testing familiarization of new product and platform releases prior to releasing to clients.
• Improve quality create efficiency or improve client experience through Ad-hoc initiatives.

Required qualifications, capabilities, and skills

• Excellent communication skills (verbal and written) with emphasis on bankingterminology
• Demonstrate listening (verbal and written) 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 Office with the ability to work with multiple applications at the same time

Preferred qualifications, capabilities, and skills

• Call center/ Chat Assist experience preferred but not required