Client Service Analyst - Queue Management

Job Description
If you thrive in a fast-paced environment, excel at problem-solving, and are passionate about delivering outstanding client experiences, we invite you to bring your expertise to our team. Join us and make a meaningful impact at the center of our client support operations.
As a Client Service Analyst within the Queue Management Team, you will serve as the central point of contact for all inbound client and internal-customer requests. You will monitor shared mailboxes and the servicing platform, assign cases, and ensure each request is thoroughly researched, triaged, tracked, and resolved within strict SLA guidelines. You should demonstrate a high degree of professionalism, possess outstanding customer service and analytical skills, work independently, manage multiple projects and issues, and maintain a strong attention to detail. In this role, you will act as a central point of contact between Global Client Support groups.
Job Responsibilities:

• Monitor the Global Client Support group mailbox and servicing tool queues in real time
• Triage, prioritize and route emails and automatically generated cases based on complexity and urgency
• Assign cases to the appropriate functional teams and specialists, balancing workload and expertise
• Provide consultative support to peers on complex case assignments
• Identify recurring queue or workflow bottlenecks and propose enhancements
• Support business partners on platform upgrades, pilot programs and best-practice rollouts
• Own execution of selected improvement projects from design through implementation
• Serve as liaison between clients, Global Client Support, Operations, Technology and other partner groups
• Demonstrate professionalism, respect and clear communication in every interaction

Required qualifications, capabilities, and skills

• At least 3 years experience in client service, sales, operations, or institutional and corporate client business knowledge.
• Excellent oral and written business communication skills, as well as, ability to present information clearly and concisely.
• Time management and organizational skills.
• Strong interpersonal skills, excellent problem solving abilities, attention to detail and resolution skills.
• Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome.
• Aptitude to work in a fast paced environment while balancing the needs of the clients with associated risks and interests of the Firm
• Strong time management and organizational skills.
• Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals.
• Proficient with Microsoft office applications.

Preferred qualifications, capabilities, and skills

• Knowledge of J.P.Morgan's Wholesale Payment core cash product offering and client portals is a plus

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 Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.