EMEA Payments Solution Centre - Analyst

As a EMEA Payments Solution Centre – Access Support Specialist in Payments you will be responsible for the full client experience with respect to the use and support of treasury web products (JPMorgan ACCESS) in a Technical Support Specialist role. You will provide professional, courteous, and competent technical and procedural telephone support to clients for web and PC based treasury products and services.

Job responsibilities

• Consult with internal and external clients in multiple lines of businesses in the application of Global Client Access product functionality in the treasury and accounting functions.
• Provide consultative support to clients on cash management, implementation and operational issues, inquiries, "how-to" type inquires on using products, problem resolution, software/hardware recommendations, and security practices.
• Document client technical support information, including client configuration changes, troubleshooting information, problem resolutions, sensitivity issues, and security concerns.
• Forward relevant information to relationship areas, product management, and team management as required.
• Maintain high levels of expertise in web and networking technologies.
• Provide feedback on product software performance and operational efficiency in the customer environment.
• Develop specialized skills around the product line and the related technologies and businesses.

Required qualifications, capabilities, and skills

• Fluent in English and French at a business level.
• Excellent communication skills (verbal and written) with emphasis on banking terminology.
• Demonstrate listening skills and ability to utilize probing questions to accurately assess and respond to an inquiry or request.
• Soft skills (people skills, positive flexible attitude, emotional intelligence, etc.) are required.
• Ability to work in a fast-paced environment and an adaptability to change.
• Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time
• Holiday shifts coverage or over-time as needed by the business.

Preferred qualifications, capabilities, and skills

• Relentless and versatile learner with an aptitude for assimilating new industry, company, product or technical knowledge
• Highly organized with ability to manage competing priorities
• College degree preferred, or equivalent work experience
• Preferred previous experience in customer service, operations, preferably with work experience primarily in banking or the financial service industries