Workplace Solutions - Customer Service Analyst, Executive Services

About Workplace Solutions
J.P.

Morgan Workplace Solutions combines technology, financial services, and high-touch support to help participants confidently navigate their workplace benefits and financial needs.

Our solutions help organizations deliver an exceptional participant experience while supporting their ability to attract, engage, and retain talent.

If you are looking for a client-facing opportunity where you can build financial-services expertise, solve complex problems, develop relationships, and provide a high-touch service experience to an executive participant population, this may be the opportunity for you.

As a Customer Service Analyst within the Executive Service Desk, you will serve as a primary point of contact for executive participants, providing personalized support across a range of Workplace Solutions products and services.

You will help participants navigate inquiries, transactions, and complex servicing needs while coordinating with partners across J.P.

Morgan to deliver a seamless experience.

This role requires exceptional communication, discretion, sound judgment, attention to detail, and a strong sense of ownership.

You will have the opportunity to build relationships across the organization, develop expertise in workplace benefits and brokerage services, and help shape an exceptional service experience for our executive participant population.

Job Responsibilities


* Serve as a primary point of contact for executive participants, delivering a personalized, high-touch service experience.


* Build trusted relationships by demonstrating professionalism, discretion, responsiveness, and a strong understanding of each participant's needs.


* Respond to participant inquiries through phone and email, providing accurate, timely, and thoughtful guidance.


* Take ownership of participant inquiries from initial contact through resolution, coordinating with internal partners and keeping participants appropriately informed throughout the process.


* Recognize opportunities to deepen the participant relationship by connecting participants with appropriate internal partners, resources, and capabilities that may support their broader financial needs.


* Research and resolve complex servicing needs while identifying when additional expertise, escalation, or cross-functional support is required.


* Partner with teams across Operations, Payments, Settlements, Trading, Technology, Product, and Sales to coordinate solutions and deliver a seamless participant experience.


* Apply active listening, empathy, and strong communication skills to understand the full nature of an inquiry and tailor the service experience to the participant and situation.


* Navigate challenging or sensitive conversations, including complaints and escalations, with empathy, professionalism, discretion, and sound judgment.


* Anticipate participant needs when possible and identify opportunities to create a seamless exper...