Job Responsibilities
Provide excellent customer service via email and phone at 1st and 2nd level response Escalate unresolved issues to 2nd and 3rd line support teams Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc) Provide ad-hoc training and education to users as well as contribute to Knowledge base articles Maintaining contact with customers throughout the ticket life cycle Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.
Required Qualifications, Capabilities and Skills:
Excellent Customer Service skills in telephone and email etiquette through the German language. Strong problem solving skills. Client focus, interpersonal skills and ability to network. Proactivity and Continuous Improvement mindset. Maintains highest level of technical skill in field of expertise. This position requires a high degree of discretion and judgement. Passion for learning new things every day and a continuous improvement mindset
Preferred Qualifications, Capabilities and Skills:
University degree in Economics, Finance or equivalent work experience desired. Experience in Customer Service role, preferably in the Financial Services or Software industry. Experience with Contact Center solutions Other languages are also advantageous with examples including Czech, French, Finnish, Norwegian, Swedish, Polish and Arabic.
J.P. Morgan Wealth Management Solutions comprises a workforce of more than 2500 professionals spanning across 50 cities globally. Within WM Solutions, diversity is not only a fundamental necessity, but a business imperative and we are committed to building an equitable workforce that represents the communities we serve. We understand the importance of inclusion, work-life balance, and our robust benefits (including comprehensive parental leave offerings, inclusive family building programs, and discounted childcare) reflect the wide-ranging needs of our increasingly diverse workforce. WM Solutions also fosters a culture of active engagement in our Business Resource Groups (BRGs), which serve as supportive networks for employees to share, develop and create community together.