The Client Service Representative is responsible for answering inquiries via phone and/or email providing excellent customer service to both internal and external customers. Utilization of multiple systems will be needed in order to research and provide accurate feedback and issue resolution. Demonstrate the Shared Values and Behaviors (Integrity, Collaboration, Service, Ownership and Innovation) when working with customers and fellow employees to create a positive customer experience and working environment.
Resolve inquiries and analyze details utilizing multiple systems to resolve problem via telephone/email. Resolution may require outbound call to fully resolve concern and ascertain client satisfaction.
Approach each contact with an opportunity to educate the caller with process, product and system information to reduce repeat contacts and enhance customer experience.
Escalate concerns to appropriate production areas when necessary to ensure speedy resolution and customer satisfaction.
Keys information timely and accurately into case management tool to provide accurate capacity reporting, quality resolution and provide transparency into the customer's experience.
Problem resolution may require deviation from established scripts and protocols to resolve issues. Advocate for the best solution for the customer.
Uses thorough product/process knowledge to resolve unique or challenging inquiries/problems.
Maintain strict adherence to established risk procedures and on-going risk education.
Hours: Monday, Tuesday, Thursday, Friday Saturday from 9-6pm
Strong customer service skills.
Strong verbal and written communication skills.
Ability to follow complex methods and procedures in the service support of diverse subject matter and routine/non-routine tasks.
Adapts to change easily.
Attention to details.
Courageous with making decisions for customer satisfaction.
Problem solving skills.
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer M/F/D/V.
US-IN-Indianapolis-Indianapolis West Operation Ce / 11025
Central Technology & Ops
JPMorgan Chase & Co.
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