Client Service Associate II - Voice Strategy

Strategic Thinkers Wanted.  Delivering exceptional Client Service is vital at JPMorgan.  It drives our ability to build lifelong relationships with clients and fuels our brand and reputation.  Without exceptional self-service in particular, our clients and employees can become frustrated and our costs to provide service escalate.  

As a Client Service Associate II within JPMorgan Chase, you will build and leverage strong partnerships with Operations and Product Teams to influence and create world class experiences for our Clients and Servicing Specialists. Your role will involve thinking through the Client Journey end-to-end to identify potential use cases and deliver appropriate solutions to ensure the highest quality interaction with JPMorgan, whether they call, write, or self-serve.  You will ensure that we engage all required stakeholders to ensure the right level of awareness and review delivering strategies that are sustainable and controllable.  Your role will dramatically improve the client experience and reduce JPMorgan’s cost and time to serve.

JPMorgan is redefining how clients access and are serviced by us. We will consider a client’s relationship and experiences across JPMorgan, over any one channel, product or line of business. We will analyze the Client and Specialist experiences from beginning to end and deliver industry-leading servicing strategies that ensure the best possible experience, including driving self-service options. 

Job Responsibilities

• Partner with Call Routing, IVR Team, Workforce Planning and other cross LOB teams to review and implement initiatives that will drive efficiencies and improve resiliency in COS
• Create suitable strategies that are sustainable, improves resiliency and reduces cost, and partner with key stakeholders to build out the initiative and ensure all risks have been eliminated prior to go live
• Participate in the design stage of initiatives to influence a Client’ s servicing journey to improve the end-to-end experience 
• Possess in-depth knowledge of the client’s journey today, including ability to articulate break points, and provide Client Obsessed solutions
• Execute on the identification and design direction and provide output recommendations to business partners for execution 
• Engage required Service Operations stakeholders to ensure awareness that allow us to deliver strategies that are sustainable and controllable
• Drive the design to ultimate target end state
• Address delivery challenges, impacts to timeline and correcting prior to escalation
• Communicate progress, status, issues, and decisions on regular cadence
• Interface with other execution efforts cross impacting the initiative scope 
• Conduct post implementation review through listening to calls, and reading complaints, etc., to gather insights and determine next steps

Required qualifications, capabilities, and skills 

• 3+ years’ work experience, ideally in call center, strategy, or client-centric function
• 1+ years of project management experience
• Focus on client experience enhancements and communications
• Aware and comfortable operating in an Agile environment
• Strong understanding of the financial services industry 
• Strong communication skills – both written & verbal – with ability to quickly solve problems and present ideas and results to multiple stakeholders; superior verbal and interpersonal skills
• Comfortable in a deadline-driven, fast-paced environment, with flexibility and willingness to adapt and change course as needed
• Ability to manage multiple initiatives at varying stages of their lifecycle
• Consultative approach with the ability to interact, influence, and communicate effectively with all levels of the organization 
• Excellent organizational skills with the ability to prioritize and identify big ideas 

JPMorganChase, 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 strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans