Client Service Specialist - Digital Channels

Client Service Specialist - Digital Channels

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If you enjoy being at the leading edge of delivering exceptional service and ensuring client satisfaction, you have found the right team. As a Client Service Delivery Specialist IV within JPMorgan Chase, you will play a pivotal role in delivering exceptional customer service and operational support. Your primary focus will be to address client inquiries, process transactions, troubleshoot issues, and identify opportunities to refer services based on client needs.

You will be expected to apply your knowledge of our policies and procedures to solve problems and make decisions within established procedures. Digital Channels provides high‑quality technical support via telephone; as a Technical Support Specialist you will act as the primary technical contact for all Digital Channels users and the escalation point for unresolved problems or potential risk to second‑level support.

You will also be responsible for performing routine daily tasks and participating in special department projects.

• Provide daily support within our operations, addressing client inquiries, processing transactions, and troubleshooting issues using your knowledge of our policies and procedures.
• Identify opportunities to refer services based on client needs, leveraging your understanding of our financial products and market trends.
• Provide telephone hotline support to Chase Connect users, logging and managing calls into the support tracking system.
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
• Take ownership and provide technical support and customer service to clients and business areas within JPMorgan.
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner.
• Ensure all unresolved problems are escalated in accordance with instructions held on the Policy & Procedure website.
• Provide in‑house training to other Chase Connect staff in all aspects relating to new development/releases of SME product and its use with the client base.
• Perform familiarization testing of new product and platform releases prior to releasing to clients.
• Participate in ad‑hoc initiatives to improve quality, create efficiency, or improve client experience.
• Exhibit ability to work effectively in a team environment.

• Baseline knowledge of client service operations, including transaction processing, troubleshooting, and service referral.
• Demonstrate ability to apply policies and procedures to solve non‑routine problems.
• Possess excellent communication skills with demonstrated ability to utilize probing questions to accurately assess inquiry or request.
• Ability to work in a fast‑paced environment, adapt to change, and work effectively in a team environment.
• Strong interpersonal and communication skills to effectively interact with clients and address their inquiries.
• Ability to accurately process transactions and ensure data integrity.
• Skills to manage multiple tasks efficiently in a fast‑paced environment.
• Ability to identify common issues and provide straightforward solutions.
• Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time.
• Proficient English language skill (verbal, written, and reading).
• Strong problem‑solving and decision‑making skills.

• Call center experience preferred.

• Fully‑staffed:
  Monday‑Friday, 8:00 AM – 9:00 PM Eastern Standard Time.
• A 9‑hour schedule will be determined between 8 AM‑9 PM.
• Training will be between 8 AM‑5 PM or 9 AM‑6 PM.

JPMorgan Chase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment…