Workplace Solutions - Real Time Analyst / Workforce Management (WFM) Specialist

As a Customer Service Analyst in JP Morgan Workplace solutions you will be a prominent point of contact for our participants. This role demands good communication and a desire to deliver exceptional client service.

Job Responsibilities

• Provide excellent customer service via email and phone at 1st and 2nd level response

• Escalate unresolved issues to 2nd and 3rd line support teams

• Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)

• Provide ad-hoc training and education to users as well as contribute to Knowledge base articles

• Maintaining contact with customers throughout the ticket life cycle

• Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.

Required Qualifications, Capabilities and Skills:

• Excellent Customer Service skills in telephone and email etiquette

• Strong problem solving skills.

• Client focus, interpersonal skills and ability to network.

• Proactivity and Continuous Improvement mindset.

• Maintains highest level of technical skill in field of expertise.

• This position requires a high degree of discretion and judgement.

• Passion for learning new things every day and a continuous improvement mindset

Preferred Qualifications, Capabilities and Skills:

• University degree in Economics, Finance or equivalent work experience desired.

• Experience in Customer Service role, preferably in the Financial Services or Software industry.

• Experience with Contact Center solutions

• Multilingual fluency is preferred

• Other languages are also advantageous with examples including: European languages and Arabic.