Job Description The Digital Private Markets team is a fast-growing global group within J.P.Morgan's Investment Bank. We are building a high-profile and exciting new fintech business for the firm, with the goal of creating a market leading platform for private markets. The small cross-disciplinary team building the product brings together finance specialists, former entrepreneurs, product managers, designers, engineers, and data scientists who work together with the benefits of a startup culture that can leverage the scale of JPM.
We are looking for an outstanding Client Success Specialist to establish how we deliver excellent service to our rapidly growing customer base. As a Client Support Specialist, your responsibilities will include resolving customer queries, recommending solutions, guiding users through features / functionalities, and working alongside product and design teams to create optimal client experience. To be successful in this role, you should enjoy solving problems and helping others.
Responsibilities

• Incident resolution
  • Support users of a digital-first financial platform by responding to incoming calls and chat requests, answering questions and inquiries, troubleshooting problems, using consultative skills to anticipate user needs and help them use specific features, escalating issues and handling complaints.
  • Identify, investigate, follow up, and troubleshoot as pertaining to technical issues.
  • Communicate with customers in a professional, polished manner that is clear, concise and timely.
  • Identify workflow inefficiencies and provide feedback on process improvements
• Documentation and reporting
  • Keep excellent records in our systems about technical issues and customer feedback.
  • Update and manage tickets appropriately and coordinate with team members for customer follow up and escalation.
  • Maintain knowledge base and contribute/create training guides and FAQs for common inquiries and internal workflows.
  • Report bugs to engineering and product teams and work with those teams to urgently resolve customer issues.
  • Identify, document and share trends when appropriate with the relevant colleagues in Product, Operations, and others.
  • Analyze and report product issues (for example, by testing different scenarios or impersonating users).
  • Learn system workflows and document those flows, and provide recommendations for improvement.

Qualifications

• Minimum 2 - 3 years of customer support experience required.
• Proper etiquette skills and polish with phone, e-mail, and messaging to provide excellent customer service, and to communicate effectively with internal teams.
• Team player with strong customer service and organizational skills, ability to multitask with attention to detail.
• Responsiveness, Pro-activeness, with excellent communication skills
• Passion for discovering baseline causes and solving problems using available resources.
• Demonstrated comfort with new feature releases and constantly improving workflows.
• Desire to work in a fast paced, high growth environment where creative and strategic thinking is required.
• Strong research, investigation and evaluation skills, with a structured approach to problem solving.
• Core working hours would require shift work.
• Some weekend and holiday work is required.

More about you

• Your style: Superior analytical, organizational and prioritization skills. Independent and driven. Self-starter with a desire to understand both the big picture and the details. Driven to identify opportunities for efficiency and structure. Strong work ethic but works smart
• Environment: Welcomes the challenge of wearing multiple hats in supporting the business. Thrives in a multi-disciplinary, time-pressured environment and matrix organization
• Autonomy: Comfortable with making sound, independent decisions with professional maturity and personal integrity
• Interest in: Developing product knowledge, specifically in equity products and investment banking

About Us 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.