REcruitment of Client Service Specialist, Bangalore

Job Description

Client Service Specialist - Chief Administrative Office - Customer Experience & Digital Servicing Organization Description Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we re setting our businesses, clients, customers and employees up for success.The Chief Administrative Office (CAO) is comprised of multiple global functions that support JPMC businesses and employees across the globe. The CAO Customer Experience & Digital Servicing team is dedicated to creating innovative, consumer grade, and industry-leading workplace products and experiences. Using the latest in digital servicing technologies, content management solutions, and customer experience management platforms, the team strives to enable JPMC employees to deliver their best work through a consistent set of simple, easy to find, easy to access digital service solutions that instil the highest degree of confidence and productivity throughout the workday journey. Position Summary The Client Service Specialist will be tasked with further uplifting the workplace help desk experience by providing exceptional service to JPMC employees and select third-party partners ( customer ). This individual will serve as an extension of an expanding set of web, mobile application, and virtual chat agent support offerings. The ideal candidate will possess a high proficiency supporting complex queries from query intake and analysis to query troubleshooting and resolution. The role should model customer obsession with and carry a strong sense of urgency in resolving client concerns while demonstrating a clear understanding of the issue at hand, a high degree of client empathy, and a collaborative nature. The role will partner closely with multiple JPMC business partners, product teams, technology support resources, and other cross-functional support teams. In addition to supporting clients, this role will be tasked with supporting various product testing and other new product development support activities. As requested by their management team, this individual may also support direct follow-up with clients regarding customer satisfaction feedback. Primary Responsibilities:
• Actively manage customer inquiries end-to-end (i.e., intake, analysis, triage, assignment, remediation, categorization, follow-up, resolution, closure) while delivering professional and efficient customer service
• Administer multiple forms of customer engagement including ticket, voice, chat, and email
• Interact and operate within various servicing platforms including the team s case service manager, live chat agent, and customer satisfaction applications; to name a few.
• Support extended colleagues on reviewing and assessing trending customer needs, root cause contributors (i.e., pain points), and process and product improvement opportunities
• When required, serve as a liaison between customer and other support teams to ensure warm transfers to resolving destination
• Process assigned work tasks in a timely manner and exercise a strong sense of urgency and prioritization
• Strive to exceed any requested Key Performance Indicators (KPIs) and Objective and Key Results (OKRs) including the highest levels of Level 1 case ownership, same day resolution, average time to resolve, case quality, case accuracy and help desk satisfaction scored
• Actively participate in executive/senior management level presentations and read outs (i.e., All-Hands, Town-Halls, Skip-Levels)
• Perform other ad-hoc customer support activities as requested by the help desk management team
Qualifications:
• 3+ years in a customer/client service-related role
• Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
• Ability to work well under stressful and high demand situations
• A proactive and creative approach to problem solving, taking ownership, and follow through
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Highly organized with strong sense of urgency
• A self-starter who can work independently
• Ability to learn new systems and processes quickly
• Proficient in MS Office (Outlook, Excel, Word) will be an added advantage
• Experience with ServiceNow, IPSoft Amelia, or Qualtrics a plus
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. These requirements may include sharing information in the firm s vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.Equal Opportunity Employer/Disability/Veterans,

Keyskills :
auditingcustomer relationscompliancebasiccustomer service