Client Service Analyst, Payments Solution Center

Job Description
At JPMorgan Chase, we endeavor to provide a place where your development and growth are nurtured and achieve your highest potential.
As a Client Service Analyst within Payments Solution Center, you will be part of the Email Verification Team for the Global Client Support Team which is responsible for monitoring client interactions across all regions and will provide independent review of employee actions an business processes.
Job responsibilities:

• Measure client experience as well as compliance to business requirements.
• Review email interactions and provide coaching of break points identified against documented procedural guidelines. Escalate issues requiring immediate intervention or resolution.
• External email verification / approval in compliance with global process
• Navigate tangible performance improvements across the organization (training, policy & procedure, process improvement, automation, technology) focusing on enhancing the client experience.
• Support agent readiness for new hires or addition of skills/products with additional adhoc reviews and knowledge certification. Perform Rapid Targeted Monitoring for specific call types or initiatives during the pilot phase in order to quickly bubble up issues or trends. Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies.
• Partner with Supervisors and Managers in an effort to develop and document employee performance, process improvement, and client experience.
• Facilitate internal calibration sessions with the Quality Management staff and Production Managers/Team Leaders. Participate in Product Listening sessions and become the voice of the client to steer product enhancements.

Required qualifications, skills and capabilities:

• Proficient in English required
• Time management and organizational skills; Excellent verbal and written communication skills; Exhibits ability to work effectively in a team environment
• Strong organizational and decision making skills; Strong analytical and problem solving skills
• Ability to quickly adapt and learn new products and technologies; Ability to work in a fast paced performance environment
• Detail-oriented; thorough in review process and able to follow through to resolution; Ability to multi task while working under minimal supervision.
• Proficient in various desktop and internet based applications
• 3 years or more customer service experience

About Us
JPMorganChase, 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.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.