Customer Service Analyst, Executive Services

About the Role

J.P. Morgan Workplace Solutions combines technology, financial services, and high-touch support to help participants confidently navigate their workplace benefits and financial needs. This client-facing opportunity allows you to build financial-services expertise, solve complex problems, develop relationships, and provide a high-touch service experience to an executive participant population.

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.

Key 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.
• Recognize opportunities to deepen the participant relationship by connecting participants with appropriate internal partners, resources, and capabilities.
• 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.
• Navigate challenging or sensitive conversations, including complaints and escalations, with empathy, professionalism, discretion, and sound judgment.
• Anticipate participant needs and identify opportunities to create a seamless experience.
• Identify recurring participant pain points, service gaps, and opportunities for improvement, contributing ideas and recommendations.
• Develop and maintain strong knowledge of Workplace Solutions products, services, technology, procedures, and applicable controls.
• Adhere to established policies, procedures, regulatory requirements, privacy expectations, and escalation protocols.

Requirements & Tech Stack

• FINRA Series 7 and Series 63 licenses required.
• Demonstrated experience delivering exceptional customer or client service.
• Strong telephone and written communication skills.
• Ability to provide a high-touch, relationship-oriented service experience, particularly when supporting complex or time-sensitive participant needs.
• Strong problem-solving and research skills, with the ability to take ownership of an issue and drive it toward resolution.
• Excellent verbal and written communication skills, with the ability to adjust communication style based on the participant, situation, and complexity.
• High degree of discretion, judgment, professionalism, and attention to detail.
• Ability to appropriately handle sensitive and confidential participant information.
• Ability to remain composed, professional, and solution-oriented during challenging or escalated situations.
• Strong organizational skills with the ability to manage multiple priorities while maintaining accuracy and service quality.
• Collaborative mindset with the ability to build productive partnerships across multiple areas of the organization.
• Proactive approach to learning, problem solving, and continuous improvement.
• Ability and willingness to develop and maintain a high level of knowledge across relevant products, procedures, technology, and services.
• Willingness to provide occasional schedule flexibility when required.

Preferred Qualifications

• Bachelor's degree in Economics, Finance, Business, or a related discipline, or equivalent professional experience.
• Previous experience in financial services, brokerage, wealth management, employee stock plans, workplace benefits, executive servicing, or a related client-facing environment.
• Experience supporting executives, high-touch client populations, or complex financial-service relationships.
• Demonstrated ability to research and resolve complex issues involving multiple stakeholders or business areas.
• Strong interpersonal skills with the ability to establish trust, build relationships, and collaborate effectively.
• Curious, empathetic, and solution-oriented approach to client and participant service.
• Passion for continued learning, self-development, and building financial-services expertise.
• Additional language capabilities are advantageous, including Spanish, Norwegian, French, Finnish, Czech, Polish, German, and Arabic.

Additional Information

• Standard working hours are 8:30 a.m. to 5:00 p.m. Eastern Time, Monday through Friday.
• The first six months are focused on training, development, and readiness.
• Following successful completion of training and readiness expectations, the position transitions to a hybrid working model.
• The Executive Service Desk does not operate on applicable bank holidays.
• Occasional schedule flexibility may be required to support business or participant needs.