Client Service Specialist IV

6 days ago

Manila, National Capital Region, Philippines JPMorgan Chase Full time $40,000 - $60,000 per year

Join our Global Client Access - Access Support Group as a Technical Support Specialist, where you will provide high-quality technical support via telephone and chat. You will act as the primary technical contact for all JPM Access users, escalating unresolved problems to second-level support. This role involves performing routine daily tasks and participating in special department projects.

Job Summary:

As a Technical Support Specialist within the Client Service Specialist IV team, you will be responsible for providing telephone hotline, chat, and email support to JP Morgan Access users. Your duties will include logging and managing calls/chats in our support tracking system, resolving customer issues, and coordinating with other support functions to ensure prompt responses. Additionally, you will conduct in-house training and participate in various initiatives aimed at enhancing quality and client experience.

Job Responsibilities:

  • Provide telephone hotline support, chat support, and email inquiry support to JP Morgan Access users.
  • Log and manage calls/chats into the support tracking system.
  • Resolve customer issues and queries, ensuring excellent customer service.
  • Take ownership and provide technical support and customer service to clients and business areas.
  • Liaise with support functions and other business units for timely customer responses.
  • Escalate unresolved problems according to Policy & Procedure website instructions.
  • Provide in-house training to Client Access staff on new development/releases.
  • Ensure complaints are escalated appropriately, leveraging the sensitive client process.
  • Conduct familiarization testing of new product and platform releases.
  • Participate in ad-hoc initiatives to improve quality, create efficiency, or enhance client experience.

Required Qualifications, Skills, and Capabilities:

  • Excellent communication skills (verbal and written) with emphasis on banking terminology.
  • Strong listening skills and ability to utilize probing questions to assess inquiries.
  • Ability to work in a fast-paced environment and adapt to change.
  • Strong problem-solving and decision-making skills.
  • Ability to work effectively in a team environment.
  • Proficiency in MS Office with the ability to work with multiple applications simultaneously.

Preferred Qualifications, Skills, and Capabilities:

  • Call center/Chat Assist experience preferred but not required.

Key Performance Indicators:

  • Customer Satisfaction
  • Quality
  • Average Handle Time
  • Attendance

Additional Information:

  • Hours of Work / Shift Timings: Fully-staffed Monday-Friday, 8:00 AM – 9:00 PM (Eastern Standard Time)

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

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