COS Payments Solution Center – Client Service Analyst

JOB DESCRIPTION

Our Client Service Analyst safeguard your campaigns by validating email lists, reducing bounce rates, and maximizing deliverability. Trust us to keep your outreach accurate, efficient, and impactful—so your message always lands where it matters most.

As a Client Service Analyst within the Global Client Support Team, you will be part of the Email Verification Team who will monitor client interactions across all regions and provide independent review of employee actions and business processes. You will ensure the accuracy and integrity of email communications, helping to maintain high standards of client service and compliance.

Job Responsibilities:

• Measure client experience and ensure compliance with business requirements.
• Review email interactions and coach on procedural break points; escalate urgent issues.
• Verify and approve external emails in line with global processes.
• Drive performance improvements through training, policy updates, process enhancements, automation, and technology.
• Support agent readiness with ad hoc reviews, knowledge certification, and targeted monitoring for new hires and initiatives.
• Conduct time and motion studies and process reviews to ensure consistency and efficiency.
• Partner with Supervisors and Managers to document employee performance and support process improvement.
• Facilitate calibration sessions with Quality Management and Production teams.
• Participate in Product Listening sessions to represent client feedback and guide product enhancements.

Required qualifications, capabilities, and skills

• 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 in a call center environment

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.