Job Responsibilities 

• Provide excellent customer service via email and phone at 1st and 2nd level response
• Escalate unresolved issues to 2nd and 3rd line support teams
• Interact with other areas of the company in resolving queries raised by clients and participants (Operations, Payments, Settlement, Trading, IT, Product Design, Sales, etc)
• Provide ad-hoc training and education to users as well as contribute to Knowledge base articles
• Maintaining contact with customers throughout the ticket life cycle
• Identify and recommend areas for improvement within the Service Desk function that support and add value to business activities.

Required Qualifications, Capabilities and Skills:

• Excellent Customer Service skills in telephone and email etiquette through the German language.
• Strong problem solving skills. 
• Client focus, interpersonal skills and ability to network.
• Proactivity and Continuous Improvement mindset.
• Maintains highest level of technical skill in field of expertise. 
• This position requires a high degree of discretion and judgement. 
• Passion for learning new things every day and a continuous improvement mindset

Preferred Qualifications, Capabilities and Skills:

• University degree in Economics, Finance or equivalent work experience desired.
• Experience in Customer Service role, preferably in the Financial Services or Software industry.
• Experience with Contact Center solutions
• Other languages are also advantageous with examples including Czech, French, Finnish, Norwegian, Swedish, Polish and Arabic. 

J.P. Morgan Wealth Management Solutions comprises a workforce of more than 2500 professionals spanning across 50 cities globally. Within WM Solutions, diversity is not only a fundamental necessity, but a business imperative and we are committed to building an equitable workforce that represents the communities we serve. We understand the importance of inclusion, work-life balance, and our robust benefits (including comprehensive parental leave offerings, inclusive family building programs, and discounted childcare) reflect the wide-ranging needs of our increasingly diverse workforce. WM Solutions also fosters a culture of active engagement in our Business Resource Groups (BRGs), which serve as supportive networks for employees to share, develop and create community together.