Client Service Analyst IV – Bilingual English/Portuguese Required

JPMorganChase • Tampa, FL

2d

About The Position

The Client Service Analyst IV is part of JPMorganChase’s Global Client Access - Access Support Group, which provides high-quality technical support to JPM Access users by telephone and chat. The role serves as a primary technical contact for users and escalates unresolved problems or potential risks to second-level support. It also includes routine daily tasks and participation in special department projects.

The analyst addresses client inquiries, troubleshoots issues, applies knowledge of products, services, and operating procedures, and identifies opportunities to refer services based on client needs. The role involves planning and managing work, developing digital literacy and process automation skills, participating in end-to-end change management, collaborating with internal stakeholders, mitigating conflicts, and maintaining awareness of fraud prevention strategies. The position requires fluency in written, spoken, and reading English and Portuguese.

Hours fall within the stated 8:00 a.m.–9:00 p.m. Eastern Time window, with a nine-hour schedule determined between 7:00 a.m. and 9:00 p.m. Training is scheduled between 8:00 a.m.–5:00 p.m. or 9:00 a.m.–6:00 p.m. The candidate 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.
• Demonstrated ability to establish productive working relationships with internal stakeholders and drive mutually beneficial outcomes.
• Experience using problem-solving techniques to identify and resolve issues, with a focus on improving operational efficiency.
• Fluency in written, spoken, and reading English and Portuguese.
• Availability for a nine-hour schedule determined within the stated scheduling window.
• Ability 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.
• Written, spoken, and reading Spanish language skills.

Responsibilities

• Address client inquiries and troubleshoot issues using knowledge of operating procedures.
• Provide technical support to JPM Access users by telephone and chat as their primary technical contact.
• Escalate unresolved problems and potential risks to second-level support.
• Perform routine daily tasks and participate in special department projects.
• Apply knowledge of products and services to resolve issues, enhance client relationships, and identify opportunities to refer services based on client needs.
• Participate in the end-to-end change management process and help influence others and mitigate stakeholder impact.
• Collaborate with internal stakeholders and mitigate conflicts.
• Maintain awareness of fraud prevention strategies.
• Plan and manage work to help achieve operational objectives.

What This Job Offers

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