Compliance Analyst – SKYC recruitment
JP Morgan Chase is seeking Customer Care Analyst - User Support and Analytics - SKYC shared services, responsible for supporting business users of a major Compliance application. As a Customer Care Analyst, will be responsible for delivering quality support to business users by providing them with a single point of contact to report problems and make inquiries to maximize the overall user experience. You will respond to calls, live chat and email to conduct problem determination with the customer, while using documented procedures and available tools. You will interact with users and co-workers to diagnose and resolve problems, troubleshoot, analyze, resolve, track, escalate and accurately document feature, functionality and usage of the SKYC Application and Business Legal Compliance Due Diligence. You will record problem information and keep users updated as to status. You'll be responsible for ensuring that thorough problem determination is executed, resolving as many issues as possible. You will insure proper escalation of problems as necessary. You will stay current on and adhere to established policies, procedures and documentation with in the business and legal compliance. This position may also be responsible for providing ad hoc (one-on-one) training sessions to educate users on specific functionality within SKYC.
Applicants must have outstanding customer service skills, be able to work independently, manage multiple projects and issues, possess a strong attention to detail, communicate effectively and be interested in learning new technologies, business operations and AML compliance policy. Customer Case is the central point of contact between our users and our Shared Services Team, and the position requires a high degree of professionalism, communication and technical skill. Specific duties include the following:
- Gather and document necessary information from our business users on open ticket items.
- Provide overall issue management including end to end experience and escalation.
- Provide consultative support sharing best practices and ideas to help clients optimize use of their services.
- Communicate effectively and professionally with a wide range of users and co-workers.
- Provide a high level of intuitive problem analysis.
- Speak intelligently and professionally with the Technology staff, Project Management, Business Analysts and our users concerning known bugs discovered within the applications we support, as well as proposed business change requests.
- Give updates on outstanding ticket items and establish good rapport with our business.
- Conduct ad hoc and new user training as required.
Skills
- Minimum 1 year business user support or equivalent experience
- Minimum of 2 years experience in a customer service environment
- Strong analytical and problem solving skills
- Outstanding customer service skills
- Excellent written and verbal communication skills
- Strong attention to detail
- Project Management skills
- Self motivated
- Ability to make quick, accurate and appropriate decisions
- Ability to multi-task