Client Issues Management Associate - Scarborough, Canada - JPMorgan Chase Bank, N.A.

JPMorgan Chase Bank, N.A.

Verified Company

Scarborough, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Key Responsibilities:

Direct contact for the Client/Merchant/Partner for Issue resolution and Issue Management
Ability to effectively communicate for Internal, External clients through written and verbal correspondence.
Exhibits strong ownership and accountability for the Cases assigned to them, handles cases from start to finish
Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrixed organization and manage the lifecycle of the issue until resolved. Effectively convey root cause analysis of issues
Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities.
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives
Provides expertise on Projects and time manages in between SME project work and regular BAU Pod work.

Required Skillset/Experience:

SQL query experience writing/modifying complex queries
Preferred
Minimum 3+ years' experience in a Customer Service focused role
Minimum of 3 years relevant production support and incident management experience
Minimum of 1+ year experience with help desk ticketing systems
Strong Excel Skills/ Programming/Logic/Coding
Ability to work independently and relates well to a group, upholds the one team culture
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Understands how to frame effective communication and share root cause, and fully documents next steps for partners and clients
Ability to influence and lead technical conversations with varied Business & IT support groups
Builds credibility through thorough research, data analytics and factual logic
Excellent prioritization, organizational and time management skills
Excellent oral and written communication skills
Influence and negotiation skills
Excellent technical skills and business acumen related to file handling/processing, databases, credit card processing
Bachelor's degree or 3+ years equivalent relevant work experience

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.