Customer Service Analyst

Workplace Solutions is a tech and service-based offering, created to empower teams to easily navigate their workplace incentives with confidence. Our intuitive solutions help to attract and keep talented people.

If you are seeking a client facing role that promotes exceptional customer service and innovation this may be the position for you. 

As a Customer Service Analyst in JP Morgan Workplace solutions you will be a prominent point of contact for our participants. This role demands good communication and a desire to deliver exceptional client service. 

Job Responsibilities 

• Acts as the first point of contact for JP Morgan Workplace Solutions, providing exceptional customer service and knowledge on the products and services that will support customers in their financial journey.
• Communicates with customers via phone calls and emails, in order to turn them around in a timely manner with high quality responses
• Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
• Uses soft skills to adapt your ton to each customer to create a memorable experience whilst fully understanding their needs
• Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities
• Handles challenging conversations including complaints when necessary

Required Qualifications, Capabilities and Skills:

• Excellent Customer Service skills in telephone and email etiquette 
• Client focus, interpersonal skills and ability to network.
• Proactivity and Continuous Improvement mindset.
• Maintains highest level of technical skill in field of expertise. 
• This position requires a high degree of discretion and judgement. 
• Willingness to be flexible, this is a Monday to Friday role with a fixed schedule. Occasional flexibility may be required on an exceptional basis to support business needs. The team typically works on local bank holidays in line with operational coverage requirements. 

Preferred Qualifications, Capabilities and Skills:

• University degree in Economics, Finance or equivalent work experience desired.
• Experience in Customer Service role, preferably in the Financial Services 
• Be an excellent communicator
• Be empathetic and problem solver, have a passion for learning and self development  
• Other languages are also advantageous with examples including Spanish, Norwegian, French, Finnish, Czech, Polish, German and Arabic.