Job Information
JPMorgan Chase Client Service Associate - Payments Escalation Manager - Bilingual Spanish Required in Tampa, Florida
If you are passionate about resolving escalations, you have found the right team!
As a Client Service Associate - Escalation Manager (Tier 3) in Payments, you will serve as the point of escalation for stakeholders and clients, both internal and external, with a focus on resolving escalated product and service-related concerns for JPMorgan Access. You will support of digital channels, embedded solutions, as well as escalations stemming from transactional inquiries. In this exciting role, you will be part of a larger team that supports the Payments Solution Center, a global service team that supports over 1MM inquiries annually, working directly with a diverse, global client population ranging from businesses to government agencies. In addition to the escalation management responsibilities, you will also manage production incidents at all levels including Major Incidents and may serve as a direct point of contact for notable clients.
Job Responsibilities:
Serve as an escalation point of contact with strong product knowledge to the Payments Solution Center, Service, and other internal partners with a focus on JPMorgan Access.
Provide direct support to the JPMorgan Access Support Help Desk specialist with complex questions or escalations through phones, emails, and chats.
Serve as a point of contact during Major Incidents working with the Global Incident Management team and other partners providing information regarding client impacts, product, and helpdesk impacts. Maintain Senior leadership informed, providing periodic communications during the incident.
Represent the Payments Solution Center in meetings with clients and internal partners, including client calls, business reviews, RCA discussions, and project calls.
Conduct analysis of service cases and partner with relevant stakeholders to mitigate potential escalations or recurrence of past issues
Provide insight and expertise during the development of support documentation and procedures.
Required Qualifications, Capabilities and Skills:
Bilingual Spanish and English
Strong oral and written communications
Meeting facilitation and influencing skills
Able to effectively multi-task with effective time management and organization
Strong problem solving, critical thinking, decisive and detailed oriented
Demonstrate technical fluency and able to lean and understand technical concepts
Knowledge of Microsoft Operating Systems and Office Suite
Preferred Qualifications, Capabilities and Skills:
Brazilian Portuguese strongly preferred
Corporate Treasury Management, Payment Processing and Reconciliation
Project Management
Client Relationship Management
Business Processes and Procedures
Digital Channels Product knowledge
Banking/Fintech Industry knowledge
Work Schedule
- working hours required for this position are Monday through Friday, 9am EST to 6pm EST and may require support during U.S. holidays as well as work outside of set work schedule as needed.
This role is not eligible for H1B or sponsorship
JPMorgan Chase & Co., 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. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and 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 is an Equal Opportunity Employer, including Disability/Veterans