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About J.P. Morgan

J.P. Morgan serves four main client segments: corporations and institutions, governments, high-net-worth individuals, and retail clients. It offers clients a wide range of products and services, including investment banking, treasury services, asset management, and commercial banking. The firm has a strong presence in all major financial centres worldwide.

Your role

CAO Customer Experience, to partner with the other CAO functions, in order to optimize and improve the experience and service delivery that CAO provides to the tens of thousands of JPMC line of business colleagues that CAO serves (“CAO Customers”). Key areas of focus will include:

• Query resolution with the highest levels of CAO Customer satisfaction through multiple customer support channels
• Support and Uplift current CAO Helpdesk structures across CAO
• Understanding the step-by-step experience CAO Customers undergo when engaging CAO
• Identifying and implementing process improvements to quickly resolve CAO Customer pain points
• Providing the best customer experience to CAO Customers utilizing CAO services
• Delivering CAO services that are easy to find, easy to access, easy to understand, and easy to use.

To learn more about the CAO Customer Experience click on the "Apply on employer site" button.

Your responsibilities

• Understand the end-to-end CAO services and corresponding customer touch points and handoffs
• Respond to incoming (emails, live chats, calls) customer questions, complaints, problems, etc. in an efficient and professional manner.
• Would be responsible for supporting end users through multiple customer-facing channels (emails, live chats, calls, etc.) across 3 regions.
• Identify and assess customer needs and develop a plan to remediate
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Track and log customer inquiries in Concierge Desk software
• Solve, redirect, or escalate customer inquiries appropriately
• Serve as a liaison between customers and other CAO colleagues to address customer inquiries
• Advise customer on CAO-related policies and procedures
• Proactively communicate status updates to customers
• Process assigned work activities timely and accurately
• Achieve the highest levels of customer satisfaction while meeting the team’s service level standards
• Participate in regular team meetings
• Provide other ad hoc customer Experience support as requested by the Service Delivery lead

Training, development & rotations

J.P. Morgan has the opportunity to develop your career through a broad scope of engagements, mentoring, and formal learning. That’s how J.P. Morgan develops outstanding leaders who team to deliver the promises to all the stakeholders, and in so doing, play a critical role in building a better working world for the people, the clients, and the communities. Sound interesting? Well, this is just the beginning. Because whenever you join, however long you stay, the exceptional J.P. Morgan experience lasts a lifetime.

Salary & Benefits

The annual salary for this role can range from INR 3 to 4 LPA (Source: Ambitionbox). Below are the employee benefits at J.P. Morgan:

• Health care and insurance etc.
• Employee Program
• Wellness Program
• Retirement Savings Plan
• Family Care

To learn more about their benefits click here

Career progression

The Credit Risk Analyst will be exposed to credit and risk management activities, as well as various corporate and investment banking products. Throughout your experience, you will hone your corporate finance and credit underwriting skills to build your career in the financial services industry.

Work-life balance

J.P. Morgan is the place where you can work with individual customers, small businesses, corporations, financial institutions, non-profits, and governments. The scale of their business provides you with amazing career opportunities. Discover your personal potential and your professional possibilities. Work days are usually from Monday to Friday (Flexible Timings).

Culture & vibe

J.P. Morgan is a great place to work for someone who wants to be challenged, have the opportunity to grow, and work with some of the most brilliant people in the industry. They are dedicated to creating a workplace where everyone feels welcome. Here, you will join inclusive teams that give voice to diverse perspectives, act fairly and care about helping each other.

About you

To be an attractive candidate, you should have knowledge of the below competencies:

Qualifications:

• BCOM/BBM/BS
• 0-2 years in customer/client service, procurement, operations, or other customer-facing roles
• Strong interpersonal skills that can adapt and work well with diverse sets of situations and people
• Ability to work well under stressful and high-demand situations
• A proactive approach to problem-solving, taking ownership and following through
• Strong written and verbal communication skills with strong attention to detail and accuracy
• Highly organized with a strong sense of urgency
• A self-starter who can work independently
• Ability to learn new systems and processes quickly
• Proficient in MS Office (Outlook, Excel, Word) will be an added advantage
• Flexibility to work in shifts across 3 regions (WHEM, EMEA, APAC) and weekends as well

How to apply

To apply for this role, just click on the Apply button, which navigates to the career section where the application can be submitted easily.