Location: Tampa, FL, United States

As a Client Service Delivery Analyst within JPMorganChase, you will be a key player in our service center operations, providing exceptional customer service and support. Your role will involve addressing client inquiries, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will apply your knowledge of our products and services to resolve issues and enhance client relationships. Your ability to plan and manage your work, coupled with your developing skills in strategic planning, digital literacy, and process automation, will be crucial in achieving operational objectives. Your role will also involve collaborating with internal stakeholders, mitigating conflicts, all while maintaining a keen awareness of fraud prevention strategies.

The Global Client Access - Access Support Group provides high quality technical support via telephone and chat. Technical Support Specialists act as the primary technical contact for all JPM Access users and escalation of all unresolved problems/potential risk to second level support. The agents will also be responsible for performing routine daily tasks and participating in special department projects.

Job responsibilities

• Address client inquiries and troubleshoot issues, applying your understanding of our operating procedures and your developing skills in digital literacy and process automation.

• Participate in the end-to-end change management process, applying your beginning proficiency in change management to influence others and mitigate stakeholder impact.

   

Required qualifications, capabilities, and skills

• Knowledge or equivalent expertise in customer service operations, with a focus on troubleshooting.
• Demonstrated ability to establish productive working relationships with internal stakeholders, with a focus on driving mutually beneficial outcomes.
• Experience in using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.

• Fluent in English and Spanish languages (written, verbal, reading) communications.

   

Preferred qualifications, capabilities, and skills

• Proficient in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.
• Proficient in driving continuous and process improvement initiatives to ensure high-quality client experiences.
• Developing ability to apply cultural intelligence and data & tech literacy for effective engagement with diverse clients and innovative solutions.
• Beginning knowledge of cybersecurity best practices to protect client data, with developing skills in quantitative reporting for informed decision-making.
• Portuguese language in written, verbal and reading preferred

• Exposure to AI-enabled tools and willingness to adopt emerging technologies that support process improvement and operational excellence.

   

Required or additional information

• Hours 8:00am - 9:00pm Eastern Standard Time
• 9 hour schedule will be determined between 7am - 9pm
• Training will be between 8am - 5pm or 9am - 6pm
• Candidate required to observe local Latin America (LATAM) holidays and work US holidays except, Christmas and New Years.