Senior client services analyst job description

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Summary of This Role
Provide accurate and timely technical information, advice, and assistance regarding the organization's product and services. Respond to inquiries from clients; understand their technical questions, assess their needs, and suggests or promote solutions that may include alternative products or services. Undertake research and develop proposal to new solutions to solve technical problems and follow-up on the status of outstanding issues. Use databases or other computerized systems to maintain up-to-date documentation.

Job Specific Skills & Competencies:
Ability to Multitask, able to analyze problems and offer solutions, good oral and written communication skills

What Part Will You Play?
Continues education of the industry, system, module and product, and uses that information to inform the client.Reacts to moderately complex client inquiries and conducts research to solve issues within established guidelines. Continues knowledge transfer for resolving client (and multi-client) issues in accordance with the Issue Resolution Methodology. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and proposing communication of the resolution to the client. Assigned as contact with the client to either resolve client's issue or propose definition of client's problem for subsequent action.Participates in the calls with technical, account management, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed.Begins to analyze and evaluate client initiated changes, including options maintenance requests, through client consultation about best practices and internal research. Performs maintenance on accounts. Verifies system changes made and ensures the outcome is accurate.Builds client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality. Understands clients' business needs and objectives and identifies opportunities to promote new products and services.Interprets basic technical client issues and project requests. Assists in determining root cause analysis and identifying technical changes needed. Translates for internal teams and stakeholders. Advocates for the client within Global Payments while striving to meet the needs of both parties.Develops functional requirements and specifications to support client customization or system changes.

What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's DegreeRelevant Experience or Degree in: Bachelor's degree or the equivalent of training and experience Typically Minimum 2 Years Relevant ExpIncludes consulting with clients to meet business needs
Preferred Qualifications
Typically Minimum 4 Years Relevant ExpIn the credit card industry

What Are Our Desired Skills and Capabilities?
Skills / Knowledge - Developing professional expertise, applies company policies and procedures to resolve a variety of issues.Job Complexity - Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.Supervision - Normally receives general instructions on routine work, detailed instructions on new projects or assignments.Problem Solving - Ability to solve problems using experience and good judgment Effective Communication - Demonstrated effective written and oral communication skills Technical Aptitude - Ability to understand and communicate technical changes in easy to understand business terms
Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.

Cultivates strong relationships with the Field Account Executives. Account Managers. Brokers and Plan Sponsors. Provides superior knowledge of products, services, and financial arrangements to allow retention and growth of existing client.- The person in this role will be a dedicated, onsite resource to a large account customer. - Follows through on outstanding issues to the point of resolution.- Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement- Responds to customer requests for claim analysis, plan design changes, and benefit questions and clarifications.Collaborates with account management team to achieve growth renewal objectives. Supports all plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas. Manages open enrollment activities. Promotes portal usage and implements strategies to increase usage for products. Supports scheduling of customer meetings and preparation for these meetings. - Notifies customers of Aetna policy changes, determining impact to customer and providing consultative support
Pay Range

The typical pay range for this role is:

Minimum: 43,700

Maximum: 97,400

Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.

Required Qualifications

Experience with brokers & Clients2 - 5 years of industry or Customer/Client service experience Proficient in all Microsoft products

COVID Requirements

COVID-19 Vaccination Requirement

CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated.

You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.

Preferred Qualifications

Please review required qualifications above

Education

Bachelor's degree or equivalent experience

Business Overview

Bring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

About JPMorgan Asset & Wealth Management

JPMorgan, with client assets of $2.7 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.


Our Business

Private Bank Operations supports the JPMorgan Private Bank, the world's premier service provider for ultra-wealthy individuals. Our goal is to help these affluent individuals across the globe optimize their wealth, after taxes and across generations. Located in Newark, Delaware, the 400 members of Private Bank Operations provide end-to-end support for all aspects of the client banking experience, working closely with sales, service, and product specialty groups.


Our Team:


The Beneficiary Experience Team forms part of the wider Client Data Management & Reporting team, with particular focus on the client death and decedent end to end journey. The team will focus on excellence in the areas of subject matter expertise and client request completion. The team is an integral part of the mission to create a great client experience.


Responsibilities:

• The team is accountable for the end to end completion of client decedent related requests. Ensuring that client needs are addressed timely, completely, accurately and with empathy.
• Develop subject matter expertise on specific areas within the Decedent lifecycle.
• Work with minimal direction/independently, keeping management informed of progress and escalate issues.
• Single point of contact, oversees and coordinates activities with business partners to execute tasks and close requests in the most effective way. Providing business partners with subject matter expertise and up to date information on client request progress with a focus on better serving the client(s).
• Identify gaps between applicable requirements and current procedures/controls and participate in driving resolution.
• With guidance, develop and implement solutions that strengthen business operating models, enhance the client experience, and improve efficiency and controls.
• Continuously searching for opportunities to improve the client death and decedent process for the client and client facing business partners.
• Work with business partners to design and implement enhancements to existing processes and/or business applications, introduce new processes and/or toolsets, and engage in process re-engineering with a continual focus exceptional client experience.
• Coordinate with various areas of Operations, Front Office, Client Services, Technology, and Senior Management to enhance business requirements, procedures and processes.
• Build strong partnerships with business partners, within the Client Service teams, WM OPS organization, and across WM Business teams.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

Equal Opportunity Employer/Disability/Veterans