Global Shares, a J.P. Morgan company, is a leading cloud-based provider of share plan management software. Global Shares’ employee ownership solutions Global Shares, a J.P. Morgan company, is a leading cloud-based share plan management software provider. Global Shares’ employee ownership solutions cover the entire company lifecycle and cater to corporates worldwide. Global Shares has an expansive client base of over 600 corporate clients that range from early-stage start-ups to mature multinational public corporations.
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Global Shares has nearly $200 billion in assets under administration across 650,000 corporate employee participants. It operates with an experienced team of more than 700 employees headquartered in Cork, Ireland, and 16 further locations globally.
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.
We are further expanding our Service Desk Team and are looking for self-driven, customer focused, Customer Service agent to join us to drive operational excellence. This includes but is not limited to the responsibility of managing all service delivery processes related to the identification, prioritization, and resolution of customer and participant service requests, ensuring that the highest quality of customer service experiences are delivered and that Global Shares processes are followed. Responsibilities also include managing the efficient flow of contact volume through multiple inbound channels, ensuring work is distributed and completed in a timely fashion.
Job Responsibilities:
- Providing excellent customer service via email and phone to queries related to share plan transactions, payments, transfers, general education, account access & account opening, etc.
- Escalating 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
- Contribution to Knowledge Base articles
- Maintaining contact with customers throughout the ticket life cycle
- To identify and recommend areas for improvement within the Customer Service function that support and add value to business activities.
Required Qualifications, Capabilities and Skills
- Excellent customer service skills and telephone etiquette.
- Strong problem-solving skills.
- Troubleshooting and multi-tasking skills
- Client focus, interpersonal and ability to network
- This position requires a high degree of discretion and judgement.
Preferred Qualifications, Capabilities and Skills
Experience within a Customer Service role, preferably in the Financial Services (bank, fintech or similar) or Software industry
University degree in Business Administration, Economics, Finance or equivalent work experience - preferred but not mandatory
ABOUT USJ.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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
ABOUT THE TEAM
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.
