Client Service Analyst

JPMorganChase•Plano, TX

4d•Onsite

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 Delivery Analyst within our Project Team, you will manage multiple queues and ensure compliance with policies and procedures. You will use tools like PeopleSoft Salem, Tandem, Automation, Excel, and Access to research and implement changes. Your role is crucial in providing quality customer service and supporting various Account Management and Merchant Help Desk teams. Your role will involve addressing client inquiries, processing transactions, 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.

Requirements

2+ years of customer service, research, or analytical experience.
Strong analytical and problem-solving abilities with attention to detail.
Ability to plan, organize, and manage multiple tasks.
Proficiency in using multiple systems/tools simultaneously.
Accuracy and precision in handling client information.
High performance orientation and sense of urgency.
Excellent interpersonal, written, and verbal communication skills.
Flexibility and adaptability to change.
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.

Nice To Haves

College Degree preferred.
Enjoyment of a fast-paced, highly productive environment.
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.

Responsibilities

Manage small to high-volume merchant projects and components of large-scale projects.
Collaborate with internal and external departments for guidance, excel in customer service and adhere to service level agreements.
Write and communicate process/procedure changes, assist with workload overflow within the department and organize and lead project initiatives to completion.
Recommend and maintain automation; run pre-defined macros for bulk requests.
Identify problems, root causes, and ensure resolution.
Handle complex merchant matters, both project-related and customer-facing.
Assist leadership with projects and assess team process impacts.
Work under frequent interruptions, maintain a positive demeanor, and analyze complex cases.
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.