Client Service Analyst - Commercial Card Client Application Support (CAS)

JPMorgan Chase•Elgin, IL

About The Position

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team. As a Client Service Analyst in Commercial Card Client Application Support (CAS), you will provide consultative support to external and internal clients via phone and email on a variety of technical issues for a wide range of web-based and internal applications. You will troubleshoot issues on client-facing platforms for both Card and virtual Card programs, file transmissions, and automated reports, as well as identification, research, and resolution of client issues. You will respond to client requests within strict service level requirements, document, triage, track, and monitor requests to ensure timely resolution—all while providing a world-class client experience. You will be a central point of contact between our Commercial Card clients and our internal Technology and Product teams. You should be able to demonstrate a high degree of professionalism, have outstanding customer service and technical skills, be able to work independently, manage multiple competing priorities and issues, and possess a strong attention to detail. You will be a central point of contact between our Commercial Card clients and our internal Technology and Product teams.

Requirements

Knowledge or equivalent expertise in customer service operations, with a focus on transaction processing and 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.
College degree or equivalent work experience.
Ability to effectively build relationships with internal business partners and peers.
Proficient in MS Office with the ability to work with multiple applications at the same time.
Ability to get up to speed quickly with new or unfamiliar subject matter.
Experience in improving business processes, workflows, and procedures.
Ability to directly address conflicts and escalate issues where appropriate.
Demonstrates the ability to work both independently and collaboratively within a team, while maintaining a sense of urgency and effectively prioritizing multiple tasks.
Possesses excellent verbal and written communication skills, along with strong problem-solving and decision-making abilities.

Nice To Haves

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.
2+ years of technical help desk or Commercial Card experience strongly preferred.

Responsibilities

Process client transactions accurately and efficiently, leveraging your developing knowledge of our products and services.
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.
Act as a liaison between our clients, internal customers, technology, and product management.
Document, triage, communicate, escalate, and follow up on client issues and requests.
Share best practices to help clients optimize use of their card program services.
Provide a high level of intuitive problem analysis.
Support business partners in platform initiatives.
Perform in-depth end-to-end reviews of client issues on a regular basis and provide analysis and recommendations to manager and senior leadership.
Participate in CAS after hours / weekend “on-call” process up to 1 full week each month.
Offer consultative guidance while encouraging digital engagement to address future client concerns, and identify opportunities for process improvement, taking ownership of implementation when appropriate.