Client Service Analyst
- JPMorgan Chase & Co
- Philadelphia, PA
- Full Time
- 13 days ago
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Job Description
You are a production fast-paced environment enthusiast. You have found the right team!
As a Client Service Analyst in Instamed is primarily responsible for resolving customer incidents in an efficient and effective manner. You will be responsible for the resolution of customer issues related to InstaMed’s platform for healthcare and financial transactions. You are required to manage the customers' expectations and experience in a way that results in high customer satisfaction, and must maintain frequent voice and email contact with customers and business partners.
Job Responsibilities:
- Create and maintain case documentation in InstaMed’s CRM for open customer incidents, including a complete description of the problem, what actions have been taken, customer impact and next steps
- Perform root-cause analysis, develop logical conclusions, and suggest appropriate workarounds
- Manage escalation of issues to other departments and business partners
- Submit high quality solutions for development of InstaMed’s knowledge base
- Required on-call duties including responding to emergency voicemails
- Assist in training Tier 1 Service Associates
- Any other duties as applicable to the position
Required qualifications, capabilities, and skills:
- Experience as a Tier 1 Service Associate
- Professional experience in a customer-facing position with a software or other technology-based company
- Knowledge of healthcare or financial applications
- Bachelor’s Degree
- Sound judgment in setting customer expectations and managing sensitive customer situations
- Excellent organizational skills in managing timelines of customer issue resolution
- Excellent oral and written communication skills
- Strong ability to acquire and apply new technical and industry knowledge quickly
- Strong ability to effectively communicate technical information to end users
Schedule Monday-Friday 8:30am-5:00pm
ABOUT US
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
ABOUT THE TEAM
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.