Workplace Solutions - Customer Service Analyst

About Workplace Solutions

J.P.

Morgan Workplace Solutions combines technology, financial services, and high-quality service 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 problems, develop relationships, and deliver an exceptional participant experience, this may be the opportunity for you.

As a Customer Service Analyst within J.P.

Morgan Workplace Solutions, you will serve as a primary point of contact for participants, providing knowledgeable and personalized support across a range of Workplace Solutions products and services.

You will help participants navigate inquiries, transactions, and servicing needs while partnering with teams across the organization to deliver timely and effective solutions.

This role is an excellent opportunity for individuals looking to build or expand a career in financial services.

While securities licensing is not required, candidates who have completed the Securities Industry Essentials (SIE) exam or hold Series 7 and Series 63 licenses are highly preferred.

Job Responsibilities


* Serve as a primary point of contact for Workplace Solutions participants, delivering a professional, personalized, and high-quality service experience.


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


* Build trusted participant relationships by demonstrating professionalism, responsiveness, empathy, and a strong understanding of participant needs.


* 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 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 each participant's needs and tailor the service experience appropriately.


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


* Anticipate participant needs when possible and identify opportunities to create a more seamless experience rather than simply responding to individual requests.


* Identify recurring participant ...