JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/About J.P. Morgan Corporate & Investment BankJ.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
TRANSMISSION SUPPORT – JOB DESCRIPTIONThe Solution Center Transmission Support Team provides 24/7 support to internal and external clients utilizing various file delivery services for both transaction initiation and reporting. In addition, we also provide support for the Host to Host Transmission Services product, which is a secure, electronic communications environment that offers a variety of connectivity and security options for any line of business in J.P. Morgan. The service leverages industry-standard message formats, open network communications, and advanced security techniques to satisfy client requirements in accordance with J.P. Morgan IT Control and Security Policies.As a member of the Transmission Support team you will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types, of varying complexity, across multiple products, and lines of business. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.
Responsibilities will include:
Providing support for inquiries will be received via phone, email, and internal case transfer for clients and internal partners.Monitoring of various queues for detection of file transmission issues and to ensure SLAs are met.Troubleshooting of file transmission problems for all rejected files.Troubleshooting of connectivity and security related errors or failures.Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.Accurate and timely documentation of all inquiries received.Monitoring of the group mailbox and assignment of email inquiries that require investigation.Support the development and maintenance of policies, procedures, and training materials.Escalation of issues as necessary, ensuring that the defined escalation procedures are followed.Partner with Production Management teams to troubleshoot complex network problems impacting client’s file transmissions.Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/VeteranQualifications
5+ years of Customer Service experience.1+ years of Technical Support experience.Willing to work on weekends (Sun –Mon off)Able to work on holidays and outside of normal coverage times as needed.Be self-motivated and self-managing, demonstrating sound judgment and effective decision making.Effective analytical approach and complex problem solving skills.Able to perform a broad range of tasks and project assignments concurrently through effective prioritization of work.Effective time management and organizational skillsStrong spoken and written communication skills.Able to translate complex technical information into simple terms.Ability to communicate and consult with clients concerning highly sensitive informationAble to build and maintain good working relationships with business partners and technology.Knowledge of cash management and related services, as well as a thorough understanding of financial exposure and operational risk associated with bank products and services.
Preferred Experience/Skills:
Familiarity with text based file formats such as NACHA, BAI2, EDI, ISO, SWIFT, and SAP IDOC.Experience working with Mainframe environment and/or command line interface.Working knowledge of various FTP communication technologies.Working knowledge of FTP transport and payload security technologies.Working knowledge of various Operating systems such as Windows, Linux, and Unix.
