Client Service Associate

The Associate will serve as a member of the Account Maintenance team responsible for managing multiple queues and ensuring compliance with policies and procedures. You will manage, coordinate, and direct the daily operation of a unit of non-exempt employees by assigning work, setting workflow priorities, tracking the team's performance and monitoring workflow. You will handle exception items, resolve complex issues, and coordinate and oversee departmental projects while using multiple tools such as PeopleSoft Salem, Tandem, and Excel. This candidate should possess the ability to provide quality customer service to internal customer base. Excellent communication skills, both verbal and written, are necessary to be successful in this position. This position works with various Account Management and Merchant Help Desk teams to provide the best merchant experience. This is a dynamic environment; we are looking for someone who is self-motivated, with attention to detail.

Key Responsibilities:

• Ability to follow complex methods and procedures in diverse routine and non-routine tasks
• Identify and implement process and department improvement initiatives.
• Lead by example through self-initiative, drive, and determination.
• Support the overall organization standardization and review of Standard Operating Procedures.
• Works with other departments (internal/external) to provide guidance as needed
• Writes and communicates changes to processes / procedures for the department
• Provide assistance with overflow of workload within the department when necessary
• Excels in customer service; adheres to service level agreements (where applicable)
• Organize and lead project initiatives to completion.
• Proactively identify problems, their root causes and follows through to ensure resolution.
• Assist leadership with projects; attend project calls and assess impact to the team's processes.
• Ability to work under frequent interruptions, maintain a positive demeanor, and analyze complex cases providing a solution.

Preferred Skills:

• College Degree preferred; 2+ years customer service, research or analytical experience required.
• Demonstrate analytical and problem solving abilities while possessing a mindset of accuracy and attention to detail.
• Ability to plan, organize and manage multiple tasks and prioritize.
• Ability to understand and use multiple systems/tools simultaneously.
• Ability to work under frequent interruptions, maintain a positive demeanor, and analyze complex cases providing a solution.
• Accuracy, care and precision in working with client information are required. Must aim for \"zero defects\" or no mistakes in work processed.
• High performance orientation. Sense of urgency about work, constantly striving to reach new levels of performance.
• Excellent interpersonal, written and verbal communication skills.
• Ability to be flexible and adaptive to change.

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. Full vaccination is a requirement for this role for new hires joining JPMorgan Chase. Additional requirements include sharing information including your vaccine card in the firm's vaccine record tool and may include mask wearing and social distancing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Note: The requirement to be fully vaccinated to be hired for this role does not apply to roles with a work location in Arkansas, Florida, Iowa, Montana, and Tennessee. For applicants to these roles, JPMorgan Chase will consider all qualified applicants regardless of vaccination status, due to state and local laws.

Equal Opportunity Employer/Disability/Veterans