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Service Disruption Analyst, Chase Travel

JPMorgan Chase Bank, N.A.


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5-7 Years
12 days ago
27 Viewed
0 Applied

Job Description

Job Description :

As a Service Disruption Analyst within Chase Travel, you will play a crucial role as the first point of contact for escalated Service Desk and alert generated incidents. Your responsibilities will include liaising with the Incident Management organization on behalf of the Servicing organization. This position offers the chance to thrive in a dynamic, fast-paced business environment, and to significantly influence the customer and servicing team member experience.

Job Responsibilities

  • Engage peer or Subject Matter Experts (SMEs) in Servicing Operations as required to liaise information through Incident Management and other root cause owners to support restoring service.
  • Monitor available lead indicator tools that could signal for a disruption event
  • monitor, track, and report on disruption events that impact the servicing experience for the customer or our servicing team members.
  • participate in the incident bridge calls to provide real time updates on the customer or servicing team member disruption experiences and assist in quantifying the servicing impacts.
  • Adapt to a complex, fast paced and rapidly changing business environment

Required qualifications, capabilities, and skills

  • 5+ years of work experience in premium call center environment
  • Experience in coordinating service recovery from outages facility, telecom, network
  • Experience in outage planning
  • Must be results oriented, self-motivated with strong multi-task capabilities and able to work with limited direct supervision
  • Passionate about protecting the customer and servicing team member experience

Preferred qualifications, capabilities, and skills

  • Travel experience preferred
  • Excellent analytical and problem solving skills
  • Enjoys working with cross functional technical teams

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.


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