Analyst - Embedded Banking

27 Nov 2024

Vacancy expired!

As an Analyst, you will have responsibility for supporting Chase's newly launched Embedded Banking product through communication, call monitoring, behavioral coaching, employee development, inspections to ensure compliance, operations/floor management including partnership with management to monitor service levels, productivity and volumes, and assisting the Account Managers with performance management to help the team and Specialists achieve Quality, Customer Satisfaction, and Productivity goals. Client inquiries will include KYC/AML documentation needs during the onboarding process, payments (i.e. - ACH, Wire, Card) initiated and received, and potential risk/fraud/sanction related matters in addition to others as the product grows and evolves. The primary responsibilities include supporting multiple Account Managers with recognition, coaching, development, problem resolution, communications, and assisting specialists to create and establish a strong organizational culture that fosters employee satisfaction and engagement, in addition to creating great customer experiences. Analysts will also help support/maintain Knowledge repositories, procedures to support call handling and logging, and serve as a liaison to provide feedback and support with tool and process enhancements as the product grows and evolves.Analysts will be monitored for performance based on written and verbal communication competencies via email and chat monitoring while supporting the Senior Specialist IV frontline level, as well as team performance for schedule adherence and call and case service and productivity levels, as well as team quality scores as they pertain to performance management and customer satisfaction. The team's primary responsibilities will be to ensure that a great customer experience is had on every interaction, ranging from simple to complex - as we are here to provide support to our clients and theirs (known as C1s and C2s).Analysts need to have a dynamic personality, seek opportunities to take initiative, adjust quickly and be able to coach to change, have a positive attitude, take responsibility for results, be customer centric, able to think independently while also seeking help when needed given this is a new product. They will be able to help support Specialists to deliver a great customer experience, as well as help clients directly in challenging situations by offering alternative solutions and seeing issues through to resolution.Leadership Skills:Support Account Managers with 25 non-exempt Senior Specialist IV's by communicating standards and expectations, and providing timely, constructive feedback on tasks and assignments

Drive a high-performance culture through proactive performance management coaching

Work across multiple teams to identify best practices

Be available to Specialists and others to assist with real time customer issues

Customer Focus:Resolve complex and escalated employee and customer problems and inquires

Monitor service levels and specialist performance to keep management and specialists aware of email/chat queues waiting to be answered, abandonment rates, real time assistance with specialists who are outside of normal expectations and any system issues that are impacting our customers

Meet all regulatory timeframes for issue/complaint resolution

Communication Skills:Partner with teams to deliver key messages through team huddles, staff meetings, and one on one coaching/development sessions with specialists

Communicates strategically, using two-way communication to generate enthusiasm and foster an atmosphere receptive to open exchange

Create development and coaching material to drive performance and presenting the material during monthly development sessions

Partner with peers and other Merchant groups to effectively influence change to improve the employee and customer experience

Problem Solving Skills:Approach escalated problems logically and with good judgment to ensure the appropriate customer outcome

Make appropriate decisions on behalf of the customer quickly and effectively

Prioritize work time effectively to ensure efficiency

Partner with other areas to research complex issues

Analytical Skills:Shapes and influences strategy in line with overall functional strategy and objectives

Support execution of key projects

Ability to evaluate and analyze data from multiple sources in a fast-paced environment and make decisions based on thorough assessments of the issues and outcomes

Understanding of control initiatives

Required to abide by all applicable regulatory and department practices and procedures

QualificationsMinimum of three years of expert customer interaction or customer/client support experience; experience working in a high productivity client contact center preferred.

Call Center, Banking, Credit Card processing industry experience is helpful, but not required

Excellent communication and interpersonal skills: professional, courteous, friendly, warm, empathetic, level-headed and composed

Ability to follow complex methods and procedures in the performance of diverse routine and non-routine tasks

Ability to plan and prioritize workload to meet deadlines

Demonstrated analytical and critical thinking skills, ability to anticipate problems and resolve quickly.

Advanced proficiency level in a Microsoft Office environment with the ability to utilize multiple applications simultaneously

Ability to motivate, coach and develop staff for performance improvement

Flexible and adaptable to a quick changing environment as the new product evolves

Strong problem-solving skills and ability to make swift, sound judgments

Proven performance record substantiated via performance reviews

Flexibility with schedule, including evenings and weekends

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. These requirements may include sharing information in the firm's vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.Equal Opportunity Employer/Disability/Veterans

Full-time
  • ID: #23564905
  • State: Arizona Tempe 85280 Tempe USA
  • City: Tempe
  • Salary: USD TBD TBD
  • Showed: 2021-11-27
  • Deadline: 2022-01-27
  • Category: Et cetera