Workplace Solutions - Customer Service Analyst

About Workplace Solutions

J.P. Morgan Workplace Solutions combines technology, financial services, and high-quality service to help participants confidently navigate their workplace benefits and financial needs. Our solutions help organizations deliver an exceptional participant experience while supporting their ability to attract, engage, and retain talent.

If you are looking for a client-facing opportunity where you can build financial-services expertise, solve problems, develop relationships, and deliver an exceptional participant experience, this may be the opportunity for you.

As a Customer Service Analyst within J.P. Morgan Workplace Solutions, 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. While securities licensing is not required, candidates who have completed the Securities Industry Essentials (SIE) exam or hold Series 7 and Series 63 licenses are highly preferred.

Job 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 throughout the process.
- Recognize opportunities to deepen the participant relationship by connecting participants with appropriate internal partners, resources, and capabilities that may support their broader financial needs.
- 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 and deliver a seamless participant experience.
- Apply active listening, empathy, and strong communication skills to understand each participant's needs and tailor the service experience appropriately.
- Navigate challenging or sensitive conversations, including complaints and escalations, with empathy, professionalism, and sound judgment.
- Anticipate participant needs when possible and identify opportunities to create a more seamless experience rather than simply responding to individual requests.
- Identify recurring participant pain points, service gaps, and opportunities for improvement, contributing ideas and recommendations that enhance the Service Desk and overall participant experience.
- Develop and maintain strong knowledge of Workplace Solutions products, services, technology, procedures, and applicable controls to provide accurate and consistent support.
- Adhere to established policies, procedures, regulatory requirements, privacy expectations, and escalation protocols when handling participant information and transactions.
- Participate in rotational bank-holiday coverage as part of the Service Desk's support model.

Required Qualifications, Capabilities and Skills

- Demonstrated experience delivering exceptional customer or client service, including strong telephone and written communication skills.
- Strong verbal and written communication skills with the ability to communicate complex information in a clear, professional, and easy-to-understand manner.
- Strong problem-solving and research skills, with the ability to take ownership of an issue and help 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 while maintaining accuracy and service quality.
- 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 to support business and participant needs.

Preferred Qualifications, Capabilities and Skills

- Securities Industry Essentials (SIE), FINRA Series 7, and Series 63 licensing 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.

What Makes This Opportunity Unique

This role provides an opportunity to gain experience at the intersection of technology, workplace benefits, participant service, and financial services.

In this position, you will have the opportunity to:

- Build hands-on experience within J.P. Morgan Workplace Solutions and the broader financial-services industry.
- Develop knowledge across workplace benefits, employee equity programs, brokerage services, and participant servicing.
- Work with teams throughout J.P. Morgan to research and resolve a variety of participant needs.
- Strengthen participant relationships by identifying needs and connecting participants with appropriate internal partners, resources, and capabilities.
- Develop valuable skills in relationship management, communication, problem solving, issue ownership, and cross-functional collaboration.
- Gain exposure to increasingly complex servicing scenarios as your knowledge and experience grow.
- Contribute ideas that help improve processes, technology, and the overall participant experience.
- Build financial-services knowledge and transferable skills that can support continued professional development and future career opportunities.

Additional Information

- Standard working hours are Monday through Friday, 10:00 a.m. to 7:00 p.m. Mountain Time (MT).
- The role includes rotational coverage on applicable bank holidays to support participant and business needs.
- The first six months are focused on training, development, and readiness, providing analysts with the knowledge and experience necessary to independently support Workplace Solutions participants.
- Following successful completion of training and readiness expectations, the position transitions to a hybrid working model.
- Occasional schedule flexibility may be required based on business and participant needs.