Description:
The Client Technical Onboarding Team is responsible for onboarding TS products leveraging file transmissions for new and existing clients. This could include, ACH/GACH, Check Print, SWIFT, ARP, or Information/Statement Reporting. This team is an integral part of the client experience, and as such works closely with the sales, service, and implementations teams that cover these CIB clients. The incumbent will also partner closely with other internal teams such as product, connectivity, operations, and technology to provide clients with a high quality implementation experience.
The individual will lead the client through the technical process of setting up and/or testing of inbound or outbound files. This entails providing guidance to clients on product capabilities, gathering and documenting requirements, analysis and expertise with various file formats (ISO XML, NACHA, EDI X12, flat files, etc.), coordinating testing with back offices, explaining test results to clients, requesting production migration, assisting with production verification, and handover to Service/Production Support. This role will handle multiple deals/projects concurrently that may have competing priorities, resources, and timelines. Must work independently with minimal supervision, as well as partner with the larger project deal team. Initial support focus will center on regression test support and low complexity projects, with growth opportunities for higher complexity products/format projects based on incumbent’s experience and training.
Responsibilities:
- Conduct scoping meeting(s) with the client to ensure product and technical requirements are understood and satisfied in accordance with the client's business and technical needs, as well as, the firm's capabilities
- Attend and sometimes lead recurring project status meetings via conference call
- Prepare Statement of Work outlining product implementation options and timeline
- Use tracking tools and systems (e.g. Deal Manager, SharePoint) to document current project status, issues, and risks for all active projects
- Establish test environments, validate file formats, execute file testing, coordinate back office testing, track test results, and assist client with issue resolution
- Serve as an effective point of escalation on behalf of client
- Support client during production migration and production verification; coordinate with production teams to ensure all components are successfully migrated, and provide timely status updates to the client and project team
- Attend meetings and training as required to continue development and product knowledge
- Provide support to colleagues when requested; become a subject matter expert for products supported
- Attend pre-implementation calls with clients, Project Managers and Sales as needed
- Identify and communicate process gaps and improvement opportunities; express willingness to own improvement initiatives
- Adhere to all JPMorgan Chase department policy and procedures
Qualifications:
- Technology, and/or project management skills required
- Strong client servicing skills; client-facing experience preferred
- Excellent verbal and written communication skills to both clients and internal partners
- Ability to manage high work queue levels and effectively prioritize is required
- Excellent analytical skills and attention to detail required
- Effective issue resolution and escalation skills; must be able to recognize issues and their severity; escalate to appropriate individuals/functions and own those that are appropriate
- Proficient in various desktop and internet-based applications
- Able to work in a collaborative team environment and partner with colleagues
- Must be able to work independently with minimal supervision
- Willingness to learn and adaptable to change
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.
