Client Service Analyst IV – Bilingual English/Portuguese Required

JPMorgan Chase & Co. • Tampa, FL

3d

About The Position

As a Client Service Delivery Analyst within JPMorganChase, you will support service center operations by providing customer service, responding to client inquiries, troubleshooting issues, and identifying opportunities to refer services based on client needs. You will use knowledge of products, services, and operating procedures to resolve issues and strengthen client relationships. The role involves planning and managing work, developing skills in strategic planning, digital literacy, and process automation, collaborating with internal stakeholders, mitigating conflicts, and maintaining awareness of fraud prevention strategies.

The Global Client Access - Access Support Group provides technical support by telephone and chat. Technical Support Specialists serve as the primary technical contact for JPM Access users and escalate unresolved problems or potential risks to second-level support. The role also includes routine daily tasks and participation in special department projects.

The work schedule is a 9-hour schedule determined between 7:00 a.m. and 9:00 p.m.; listed service hours are 8:00 a.m. to 9:00 p.m. Eastern Standard Time. Training is scheduled between 8:00 a.m. and 5:00 p.m. or 9:00 a.m. and 6:00 p.m. Candidates must observe local Latin America (LATAM) holidays and work U.S. holidays, except Christmas and New Year's.

Requirements

• Knowledge or equivalent expertise in customer service operations, with a focus on troubleshooting.
• Ability to establish productive working relationships with internal stakeholders and drive mutually beneficial outcomes.
• Experience using problem-solving techniques to identify and resolve issues and improve operational efficiency.
• Fluency in written, verbal, and reading communications in English and Portuguese.
• Availability for a 9-hour schedule determined between 7:00 a.m. and 9:00 p.m., and to observe local LATAM holidays and work U.S. holidays except Christmas and New Year's.

Nice To Haves

• Proficiency in leveraging AI/ML technologies and implementing automation tools to enhance client solutions, streamline processes, and improve efficiency.
• Proficiency in driving continuous and process improvement initiatives to ensure high-quality client experiences.
• Developing ability to apply cultural intelligence and data and technology 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.
• Spanish language skills in written, verbal, and reading communications.

Responsibilities

• Address client inquiries and troubleshoot issues using operating procedures, digital literacy, and process automation skills.
• Participate in the end-to-end change management process, applying change management proficiency to influence others and mitigate stakeholder impact.
• Provide technical support to JPM Access users by telephone and chat.
• Act as the primary technical contact for JPM Access users and escalate unresolved problems or potential risks to second-level support.
• Perform routine daily tasks and participate in special department projects.
• Use product and service knowledge to resolve issues and identify opportunities to refer services based on client needs.
• Collaborate with internal stakeholders, mitigate conflicts, and maintain awareness of fraud prevention strategies.

Benefits

• Competitive total rewards package, including base salary determined by role, experience, skill set, and location.
• Eligible roles may receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
• Comprehensive health care coverage.
• On-site health and wellness centers.
• Retirement savings plan.
• Backup childcare.
• Tuition reimbursement.
• Mental health support.
• Financial coaching.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed