Direct contact for the Client/Merchant/Partner for Issue resolution and Issue Management
Ability to effectively communicate for Internal , External clients through written and verbal correspondence.
Exhibits strong ownership and accountability for the Cases assigned to them , handles cases from start to finish
Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrixed organization and manage the lifecycle of the issue until resolved. Effectively convey root cause analysis of issues
Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities.
Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components.
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives
Provides expertise on Projects and time manages in between SME project work and regular BAU Pod work.
Minimum 3+ years™ experience in a Customer Service focused role
Minimum of 3 years relevant production support and incident management experience
Minimum of 1+ year experience with help desk ticketing systems
Strong Excel Skills/ Programming/Logic/Coding
Ability to work independently and relates well to a group, upholds the one team culture
Knowledge of incident, problem management, ticket, change, and risk management processes and tools
Understands how to frame effective communication and share root cause , and fully documents next steps for partners and clients
Ability to influence and lead technical conversations with varied Business & IT support groups
Builds credibility through thorough research, data analytics and factual logic
Excellent prioritization, organizational and time management skills
Excellent oral and written communication skills
Influence and negotiation skills
Excellent technical skills and business acumen related to file handling/processing, databases, credit card processing
Bachelor™s degree or 3+ years equivalent relevant work experience
Keyword: card%20services
Key Responsibilities:
Direct contact for the Client/Merchant/Partner for Issue resolution and Issue Management
Ability to effectively communicate for Internal , External clients through written and verbal correspondence.
Exhibits strong ownership and accountability for the Cases assigned to them , handles cases from start to finish
Ensure timely and accurate resolution of production issues. This requires you to conduct research, identify and coordinate work activity between stakeholders in a matrixed organization and manage the lifecycle of the issue until resolved. Effectively convey root cause analysis of issues
Builds and maintains strong relationships with JPMC business partners and technology teams to identify process improvement opportunities.
Collaborates with JPMC business partners and technology teams to understand application functions and related downstream processing components.
Ensures the project activities, as may be assigned, are completed within established time and budgets, and that objectives conform to corporation's overall standards and operations objectives
Provides expertise on Projects and time manages in between SME project work and regular BAU Pod work.
