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About JPMorgan
JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients.
About JPMorgan Treasury Services
The Treasury Services ( www.jpmorganchase.com/ts ) business of JPMorgan Chase is a top-ranked, full-service provider of innovative payment, collection, liquidity and investment management, trade finance, logistics, commercial card and information solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide.  With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the world's largest providers of treasury management services.
Key Responsibilities:
Global Client Access - Access Support Group provides high 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.
To include but not limited to:
• Proficiency in additional language is required (Spanish).  Tri-lingual (English, Spanish, Portuguese) is an asset
• Proficient English language skill (verbal, written, and reading) is required
• 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.
• Familiarization testing of new product and platform releases prior to releasing to clients.
• Ad-hoc initiatives to improve quality create efficiency or improve client experience.
Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions)
• Call center/ Chat Assist experience preferred but not required
• Excellent communication skills (verbal and written) with emphasis on banking terminology
• 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
Key Performance Indicators
• Customer Satisfaction
• Quality
• Average Handle Time
• Attendance , etc.
Hours of Work / Shift Timings
• Fully-staffed: Monday-Friday, 8:00 AM – 8:00 PM Eastern Standard Time
• A 9 hour scheduled will be determined after training between the hours of 8AMto 8PM
• Training will be between 8AM-5PM or 9AM-6PM
RequisitionType Professional JobSchedule Full time