Customer Service Analyst

About the Role

J.P. Morgan Workplace Solutions combines technology, financial services, and high-quality service to help participants confidently navigate their workplace benefits and financial needs. This client-facing opportunity allows individuals to build financial-services expertise, solve problems, develop relationships, and deliver an exceptional participant experience. As a Customer Service Analyst, you will be a primary point of contact for participants, providing knowledgeable and personalized support across Workplace Solutions products and services. You will assist participants with inquiries, transactions, and servicing needs, while collaborating with internal teams to deliver effective solutions.

Key Responsibilities

• Serve as a primary point of contact for Workplace Solutions participants, delivering professional, personalized, and high-quality service.
• Respond to participant inquiries via phone and email, providing accurate, timely, and thoughtful support.
• Build trusted participant relationships through professionalism, responsiveness, empathy, and understanding of participant needs.
• Take ownership of participant inquiries from initial contact through resolution, coordinating with internal partners and keeping participants informed.
• Identify opportunities to deepen participant relationships by connecting them with appropriate internal partners, resources, and capabilities for broader financial needs.
• Research and resolve servicing needs, 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 participant needs and tailor service experiences.
• Navigate challenging or sensitive conversations, including complaints and escalations, with empathy, professionalism, and sound judgment.
• Anticipate participant needs to create a more seamless experience.
• Identify recurring participant pain points, service gaps, and opportunities for improvement, contributing ideas to enhance the Service Desk and participant experience.
• 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.
• Participate in rotational bank-holiday coverage as part of the Service Desk's support model.

Requirements & Tech Stack

• Demonstrated experience delivering exceptional customer or client service.
• Strong telephone and written communication skills.
• Strong verbal and written communication skills with the ability to communicate complex information clearly and professionally.
• Strong problem-solving and research skills, with the ability to take ownership of issues and drive them to resolution.
• 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 and time-management skills with the ability to manage multiple priorities while maintaining accuracy and service quality.
• Collaborative mindset with the ability to develop productive partnerships across the organization.
• Proactive approach to learning, problem-solving, and continuous improvement.
• Ability and willingness to develop and maintain a strong level of knowledge across relevant products, procedures, technology, and services.
• Willingness to participate in rotational bank-holiday coverage and provide occasional schedule flexibility.

Qualifications

• Securities Industry Essentials (SIE), FINRA Series 7, and Series 63 licensing are highly preferred.
• Previous experience in financial services, brokerage, wealth management, employee stock plans, workplace benefits, or another client-facing financial-services environment.
• Experience researching and resolving participant or client 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 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: Monday through Friday, 10:00 a.m. to 7:00 p.m. Mountain Time (MT).
• The role includes rotational coverage on applicable bank holidays.
• The first six months focus on training, development, and readiness.
• Following successful completion of training, the position transitions to a hybrid working model.
• Occasional schedule flexibility may be required.