Client Service Specialist IV

If you are passionate about Client Services support and resolutions you have found the right team.

 

As a Client Service Specialist IV in in the Payments Solution Center you will be responsible for ensuring that JPMorganChase offers the highest standard of service to all clients, external and internal. You will act as a central point of contact for the client, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. You will focus on resolution of all cash and account investigations and issues, identifying and resolving workflow issues and on ensuring clients’ needs and expectations are formally discussed and analyzed to ensure that agreed quality standards are maintained.

 

Job Responsibilities

Field incoming inquiries from the product/segment classified client channels, such as ‘800’-telephone number; as it relates to Treasury Services related products. Inquiries normally fielded by the Solutions Center staffAdhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standardsEnsure the prompt resolution of all customer queries while ensuring the client experience is world class.Investigate and resolve generic issues that generate escalated enquiries Assist Relationship Managers with queries on customers’ accounts (e.g. following up on old queries or updates, escalations, etc.)Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)Track all inquiries received into the service center regardless of channel in the case tracking tool Navigator. Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard.

Required qualifications, skills and capabilities 

Excellent communication skills (verbal and written) with emphasis on banking terminologyDemonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or requestAbility to work in a fast-paced environment and an adaptability to changeStrong problem-solving and decision-making skillsExhibits ability to work effectively in a team environmentProficiency in MS Windows and Office with the ability to work with multiple applications at the same time

 

 

Hours of Work / Shift Timings in Tampa

Fully-staffed: Monday-Friday, 8:00 AM – 9:00 PM Eastern Standard Time