AWM - Wealth Management Operatiosn - Client Services - Operations Analyst

Job Description

J.P. Morgan Asset & Wealth Management, with client assets of $2.8 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.J.P. Morgan Private Bank is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to high net worth and ultra-high net worth individuals and families around the world. J.P. Morgan was named Best Private Bank Overall in the United States for the sixth consecutive year by Euromoney and the Best Private Bank Globally and is recognized as the global leader in technology and innovation in financial services.Position SummaryThe Client Service Support Specialist role is responsible for providing support to Wealth Management client service teams, managers and clients. Client Service Support Specialists work in a complex team-oriented and fast paced environment with advisors, client service, product partners and operations teams to deliver a seamless and integrated approach across Private Banking products. Daily responsibilities include but are not limited to responding to incoming emails from clients and internal partners, working with various areas of the bank for client resolution, opening and monitoring cases and following up on requests. Written and oral communication is essential with internal partners at all levels of the firm. In this position you will be communicating with clients and internal partners with transactional items and some complex problem solving inquires. You will have exposure to and will need to become proficient in various systems including but not limited to: Outlook, Case, Customer Assist, and Connect. Operating hours: While actual hours will depend on the US team that the role will be supporting, the hours will fall within the Monday-Friday 8am-8pm EST hours of the US teams. (6:30 PM to 3:30 AM IST)Core Responsibilities:
• Understand client issues, be responsible for resolving the issue with limited follow-up to clients and be accountable for client satisfaction through the ownership of the problem
• Investigating and resolving generic and complex issues
• Building knowledge of Private Bank products and services.
• Must be able to efficiently utilize technology to capture and fulfil client s requests in appropriate systems.
• Expected to work independently with supervision and escalate issues as necessary to resolve client requests in a timely manner
• Detail orientation and problem solving: Resolving issues by identifying underlying or hidden problems and patterns; Developing innovative solutions to problems
• Maintaining Client Service high standards: Working to consistently meet client requests; providing and ensuring client satisfaction
• Collaborating: Using business knowledge; technical skill and partnership across Wealth Management to solve client problems and enhance business results
• Communicating: Delivering clear, consistent messages to others via email or the phone. Must have a strong ability to communicate via email with clients and internal partners
• Organizing: Prioritizing and executing initiatives, tasks and details in an efficient manner
• Making Decisions: Looking at options to evaluate risk and impact on the firm and other employees; owning your course of action
• Multi-tasking: Efficiently managing multiple projects at the same time and managing priorities effectively
• Researching: Research and benchmark to best business practices, collate and analyze data, provide business recommendations, and manage stakeholders
• Risk & Controls : Adhere to and maintain the firm s controls policies and procedures as well as protecting client assets against potential fraud activities
• Market Partnership: Effectively collaborate with respective client facing teams and internal business groups to deliver and execute client transactions
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran Qualifications Internal & External: All application requirements (including updated resume) should be posted, submitted and completed in the JobConnect tool. Must meet the following minimum IJP Requirements:TENURE: At least 12 -24 months in current job and process.PERFORMANCE: Satisfactory rating on most recent annual performance reviewCORRECTIVE ACTION: Not within or under the prescriptive period for suspension.PERFORMANCE IMPROVEMENT PLAN: Not in any Performance Improvement Plan (PIP). Qualifications
• College degree or equivalent relationship or client service experience
• Experience with a wide array of financial products. Core Cash Operations experience is a must.
• Excellent communication skills both oral and written
• Proven ability to operate effectively in a matrix organization with the ability to work under pressure with tight deadlines
• Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
• Expert knowledge with Microsoft Outlook email, scheduling and task manager
• General comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
• Serving clients and delivering exceptional client service must appeal to you
• Maturity in handling situation and ability to deal with conflicts constructively
• Project a confident and professional presence to our clients, other bank departments and the community
• Ability to follow all established policies, procedures and practices
• Ability to organize and prioritize work
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