Technology II- COS Solution Center Transmissions

Overview

Technology Support II in the COS Solution Center Transmissions Support Team provides high-quality technical and transactional support via phone and email. You will be responsible for ensuring daily tasks are completed, leading and participating in departmental projects, and challenging the status quo to help the team evolve to better meet the needs of our clients and internal partners.

The Transmission Support Team provides high quality technical and transactional support via phone and email. You will be responsible for ensuring daily tasks are completed, in addition to leading and participating in departmental projects. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners
• Accurate and timely documentation and follow up on all inquiries received
• Deliver exceptional client experience, while maintaining all the business requirements including controls. Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Provide telephone hotline support and email enquiry support to JP Morgan Access users
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Monitoring of the group mailbox and assignment of email inquiries that require investigation
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
• Support the development and maintenance of policies, procedures, and training materials
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on CSAT, is at or above departmental standards
• Assists specialists in person, on phone or via chat throughout the day which contributes to the overall Access Support Help Desk SLAs.
• Opens tickets with product and /or tech when appropriate and follows through until resolved.
• Case management – manages case volumes and aging, case assignment as per playbook, reviewing aging cases and escalate as needed
• Product Knowledge
• Tech incidents (if applicable)
• Training (New Hire and Product Upskill Training)
• Any special projects to assist the team with performance and development.
• Builds relationships with product / tech partners.
• Leads / attends daily, weekly, monthly calls to facilitate resolution of open cases
• Recognizing peers
• Any process improvements submitted / implemented.
• Empowered to coach specialists on technical/product knowledge aspect

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 banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility.

These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our…