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 role is a client-facing opportunity to build financial-services expertise, solve problems, develop relationships, and deliver an exceptional participant experience.

As a Customer Service Analyst, 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.

Key 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.
• Recognize opportunities to deepen the participant relationship by connecting participants with appropriate internal partners, resources, and capabilities.
• 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.
• Apply active listening, empathy, and strong communication skills to understand each participant's needs and tailor the service experience.
• Navigate challenging or sensitive conversations, including complaints and escalations, with empathy, professionalism, and sound judgment.
• Anticipate participant needs and identify opportunities to create a more 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.
• Participate in rotational bank-holiday coverage.

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 an issue and drive it toward 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.
• Collaborative mindset with the ability to develop 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 strong level of knowledge across relevant products, procedures, technology, and services.
• Willingness to participate in rotational bank-holiday coverage and provide occasional schedule flexibility.
• Standard working hours are Monday through Friday, 10:00 a.m. to 7:00 p.m. Mountain Time (MT).
• The first six months are focused on training, development, and readiness.
• Following successful completion of training, the position transitions to a hybrid working model.

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.