Access Support Technical Helpdesk Analyst

Payments Solution Center provides high quality technical and transactional support via phone and email. Our team serves as the primary support contact for internal and external clients utilizing various digital channels, JPM Access for transaction initiation and reporting. You will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business.

Job Responsibilities:

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
• Accurate and timely documentation and follow up on all inquiries received
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Provide telephone hotline support and email enquiry support to JP Morgan Access users
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Monitoring of the group mailbox and assignment of email inquiries that require investigation
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
• Support the development and maintenance of policies, procedures, and training materials
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on CSAT, is at or above departmental standards
  • Assists specialists in person, on phone or via chat throughout the day which contributes to the overall Access Support Help Desk SLAs.
  • Opens tickets with product and /or tech when appropriate and follows through until resolved.
  • Case management – manages case volumes and aging
  • Product Knowledge
  • Tech incidents (if applicable)
  • Training (New Hire and Product Upskill Training)
  • Any special projects to assist the team with performance and development.
  • Builds relationships with product / tech partners.
  • Leads / attends daily, weekly, monthly calls to facilitate resolution of open cases
  • Recognizing peers
  • Any process improvements submitted / implemented.