JPMorgan Client Service Analyst - Access 

Philippines, Quezon City 

380312943

Job Responsibilities:

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
• Accurate and timely documentation and follow up on all inquiries received
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Provide telephone hotline support and email enquiry support to JP Morgan Access users
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Monitoring of the group mailbox and assignment of email inquiries that require investigation
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
• Support the development and maintenance of policies, procedures, and training materials
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on CSAT, is at or above departmental standards
  • Assists specialists in person, on phone or via chat throughout the day which contributes to the overall Access Support Help Desk SLAs.
  • Opens tickets with product and /or tech when appropriate and follows through until resolved.
  • Case management – manages case volumes and aging
  • Product Knowledge
  • Tech incidents (if applicable)
  • Training (New Hire and Product Upskill Training)
  • Any special projects to assist the team with performance and development.
  • Builds relationships with product / tech partners.
  • Leads / attends daily, weekly, monthly calls to facilitate resolution of open cases
  • Recognizing peers
  • Any process improvements submitted / implemented.