JP Morgan Chase - Associate - Technical Support - Payments Solution Center

Associate - Payments Solution Center

Description:

Global Client Access - Chase Connect Support provides high quality technical support via telephone. Technical Support Specialists act as the primary technical contact for all Chase Connect 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.

As an Associate, your role is a dual role managing a team of Chase Connect specialists who provide high quality technical support to clients who use Chase Connect and acting as Escalation Manager focusing on market support, highly complex issues and inquiries, client escalations and data analysis. The role requires extensive cross-organizational reporting, executive communications, and interactions with business partners at all levels. The role will act as the SME and escalation resource for all Chase Connect personnel globally.

Job responsibilities:

- Developing team goals and strategies as well as managing team performance against service level objectives. Direct client support for all Chase Connect products including primary support of all sensitive clients with at-risk relationships.

- Ensure that client satisfaction and confidence in Chase Connect products and services are at or above departmental goals.

- Provide primary oversight of the production service disruption management process as it relates to Chase Connect Support, including coordination of and participation in all remediation efforts. Take lead role in working with Product Management and technology to ensure product gaps/functionality issues are appropriately documented and tracked.

- Effectively manage any interactions where the client relationship appears to be at risk.

- Take ongoing lead role in supporting the development and maintenance of Policies and Procedures and training in partnership with Employee Readiness and TS Training. Act as single point of contact for all Chase Connect-related escalations, ensuring appropriate engagement of the Escalation Management team where the client-relationship is at risk

- Build strong relationships with sales and service to ensure client focus is maintained throughout the issue management process. Participate in the development of goals and execution of departmental strategies.

- Provide supervision, management, and coaching to ensure "best in class" levels of service. Identify training opportunities and provide career coaching to ensure employee development and progression.

- Manage impacts to employee morale and satisfaction. Ensure two-way communication flow to employees through dissemination of staff meeting minutes, training, upcoming product changes, event happenings, and departmental policies.

- Foster partnership and teamwork with, Sales and Service, and Product Management personnel. Provide input to the planning and execution of and ensure team and client interests are represented and satisfied for all projects

- Identify service quality opportunities and manage participation in service quality initiatives and projects.

Required qualification, skills and capabilities:

- At least 5 years of Customer/Product Support experience required and 5 years of Supervisory experience required.

- Proficient operations management skills. Ability to meet multiple deadlines.

- Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures.

- Effective problem solving, oral and written communication skills.

- Effective time management and organizational skills.

- Ability to prioritize, handle multiple tasks and work under pressure in a team environment.

- Ability to handle and work with highly sensitive records/information in an appropriate manner by giving appropriate attention to legal risks and operational concerns.

- Effective analytical approach when solving complex problems/issues.

- Flexibility to support adjustments to work schedule within the WHEM shift.

- Manage 12-15 team members and provide regular coaching sessions and feedback.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

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