JPMorgan Solution Center HGT Team Leader 

India, Maharashtra, Mumbai 

581472274

As a Solution Center HGT Team Leader within the Payments Solution Center, you will serve as a primary support contact for internal and external clients utilizing various digital channels and API based services for both transaction initiation and reporting. You will be responsible for managing interactions with business partners at all levels and across multiple lines of business, ensuring daily tasks are completed, and delivering exceptional client experience while maintaining all business requirements including controls.

Job responsibilities

• Work with minimal direction/independently, keeping management informed of progress and escalating issues
• Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries
• Proactively reach out to clients and internal partners to address processing errors or in support of platform changes
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
• 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
• Support the development and maintenance of policies, procedures, and training materials
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on Client Satisfaction (CSAT), is at or above departmental standards

Required qualifications, skills, and capabilities

• 2+ years of Customer Service experience
• Flexibility to work in a 24/7 hybrid work environment, across various shifts, and holidays where supported markets are open
• Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns
• Ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work
• Able to effectively manage operational risk through adherence to established procedures and controls
• Strong oral and written communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance

Preferred qualifications, skills, and capabilities

• 2+ years of Technical Support experience
• Effective analytical approach and complex problem-solving skills
• Able to translate complex technical information into simple terms