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GSS Overview With over 900 team members in 11 countries, JPMC's Global Supplier Services (GSS) organization proactively works with line of business colleagues to identify and partner with suppliers who can provide the best price, quality, and capabilities to support JPMC's business needs. GSS is a highly dynamic global organization comprised of multiple functional areas including Sourcing, Third Party Oversight, Procurement Operations, Supplier Relationship Management, Supplier Diversity, and Travel Services. These functions work together to manage over $17B of supplier spend with more than 27K suppliers in 48 countries.
Position Summary The GSS Client Service Analyst will serve on a GSS Concierge team responsible for ensuring a superior customer experience by serving as a primary resource for customer related inquiries. The Client Service Analyst will become familiar with the end to end GSS Services and related systems, processes, and policies and procedures in order to solve, redirect, and/or escalate customer inquiries in an expedited manner. The GSS Client Service Analyst will support resolution of an inquiry from start to finish and ensure frequent status updates to the customer. Examples of customer inquiries include questions about when to engage GSS, issues onboarding a supplier, delays in paying a supplier, concerns with GSS service levels, trouble accessing or navigating GSS systems, etc.
The GSS Client Service Analyst will further partner with other/BAU GSS help desks, GSS training teams, and cross-functional GSS colleagues to identify process improvement opportunities and enhanced training resources that can reduce and/or eliminate customer pain points.
Understand the end to end GSS services and corresponding customer touch points and handoffs
Respond to incoming (calls or emails) customer questions, complaints, problems, etc. in an efficient and professional manner
Identify and assess customer needs and develop a plan to remediate
Maintain a positive, empathetic and professional attitude toward customers at all times
Track and log customer inquiries in Concierge Desk software
Solve, redirect, or escalate customer inquiries appropriately
Advise customer on GSS related policies and procedures
Perform root cause analysis to develop and implement strategies that eliminate customer pain points and improve the customer servicing model(s)
Evaluate, document, validate, and recommend process improvement opportunities
BA/BS in business or related field
2+ years in customer/client service, procurement, operations, or other customer facing roles
Proven ability to deliver high levels of customer satisfaction
Proficient in MS Office (Outlook, Excel, Word) - SharePoint knowledge a plus
Previous experience with SAP/ Concur is a plus
Internal Number: 6262378
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