Solution Center HGT Team Leader

Are you a dynamic leader with a passion for driving innovation and excellence Do you thrive in a fast-paced environment where your strategic thinking and problem-solving skills can make a real impact If so, we have the perfect opportunity for you! You will work with minimal direction/independently, keeping management informed of progress and escalating issues. Your responsibilities include owning/managing work queues (phone/email/internal case), required daily tasks, and established service level agreements, as well as troubleshooting and investigating client technical and transactional inquiries. Proactively reaching out to clients and internal partners to address processing errors or in support of platform changes is essential. You will safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy. Delivering exceptional client experience, while maintaining all the business requirements including controls, and advocating on behalf of the client to ensure client needs are met when working with business partners. Supporting the development and maintenance of policies, procedures, and training materials is also part of the role. Ensuring client satisfaction and confidence in JP Morgan's service offering, based on Client Satisfaction (CSAT), is at or above departmental standards is crucial. Required qualifications, skills, and capabilities for this position include having 2+ years of Customer Service experience, flexibility to work in a 24/7 hybrid work environment, across various shifts, and holidays where supported markets are open. Intermediate MS Office and standard PC skills are required with the ability to learn and support digital platforms and products. You should be able to build and maintain good working relationships with business partners and mobilize resources across teams when needed to address client concerns. Additionally, you should have the ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work. Effectively managing operational risk through adherence to established procedures and controls is a key aspect of this role. Strong oral and written communication skills are essential, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance. Preferred qualifications, skills, and capabilities include having 2+ years of Technical Support experience, an effective analytical approach, and complex problem-solving skills. Being able to translate complex technical information into simple terms would be advantageous for this role.,