Technology Operations Associate

Job Description

The Transmission Support Team is part of the Treasury Services Solution Center, provides 24/7 technical support utilizing various service

As Technology Operations Associate in Transmission Support team, you will partner with team members to assist a variety of different clients and internal partners. This role will work on many different problem types with varying complexity across multiple products, and lines of business. 

Job responsibilities:

• Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners. With accurate and timely documentation and follow up on all inquiries received
• Advocating on behalf of client to ensure client needs are met when working with business partners
• Timely escalation of issues, ensuring that the defined escalation procedures are followed
• Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes
• Monitoring of the group mailbox and assignment of email inquiries that require investigation
• Troubleshooting of file transmission problems for all rejected files, connectivity, and security related errors or failures
• Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals
• Support the development and maintenance of policies, procedures, and training materials
• Independent personal development of business and application knowledge to ensure continued effectiveness in the role
• Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards

Required qualifications, capabilities and skills:

• Minimum of 5 years of Customer Service experience and 2 years of Technical Support experience
• Be self-motivated and self-managing, demonstrating sound judgment and effective decision making
• Effective analytical approach and complex problem solving skills with strong spoken and written communication skills. 
• Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work while being able to maintain awareness of multiple work streams simultaneously
• Ability to communicate and consult with clients concerning highly sensitive information
• Able to build and maintain good working relationships with business partners and technology
• Able to translate complex technical information into simple terms
• Able to effectively manage operational risk through adherence to established procedures and controls

Preferred qualifications, capabilities and skills:

• Preferable with robust knowledge and familiarity with text based file formats and experience working with Wholesale Payments processes

About Us

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 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.

About the Team

Our Corporate & Investment Bank relies on innovators like you to build and maintain the technology that helps us safely service the world’s important corporations, governments and institutions. You'll develop solutions that help the bank provide strategic advice, raise capital, manage risk, and extend liquidity in markets spanning over 100 countries around the world.