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JPMorgan Chase Payment Lifecycle Analyst in Tampa, Florida

Key Objectives :

To receive, research, record, resolve, and respond to ACH related inquiries within the department's target goals. This Analyst must handle high level, intricate, escalated investigations while assisting co-workers and handling additional assigned duties.

General Responsibilities Include :

  • Understands and meets departmental and Daily Dash Board objectives.

  • Familiar with Quality and Procedure Policy.

  • Extensive knowledge of the systems available to service our customers and serve as a trainer.

  • Cases involving adjustments tickets.

  • Distribute PRPC cases based on resource availability.

  • Retrieval of proof from SharePoint.

  • Retrieval of batches of returns from SharePoint.

  • Research Risk issues. (Inclusive of Pre-fund, credit/debit line).

  • Ability to handle escalated issues.

  • Increased knowledge and maneuverability of the systems available to service our customers. (Inclusive of all systems listed below).

  • Increased knowledge of the rules and regulations governing ACH originations.

  • Understands and follows department procedures without incident.

  • Assigned as dedicated representatives for "sensitive" and high volume clients.

  • Professional aptitude allowing for interacting with individuals with-in all levels of the organization.

  • Research and respond to ACH Investigations received via E-serve, e-mail, fax, mail, swift and phone, to department standards.

  • As directed, delegate work and monitor, collect and report daily activity/ production of work group to ensure processing efficiency.

  • Responsible for ensuring the department's PRPC inquiry turnaround is met or exceeded.

  • Utilize SharePoint for but not limited to retrieving forms and procedures for research assistance.

Additional Responsibilities:

  • Assist with OTM approvals/uploads for check deposits

  • Approve Phone list updates in PRPC for Tampa staff

  • Process bulk resolves in PRPC, as directed by management

  • Assist with return and adjustment approvals via email, PRPC, Service Portal

  • Assist with/take the lead on special projects and PRPC testing, defects, enhancements

  • Create and send monthly reports (Executive Office, Escalations, Fraud)

  • Assist with capacity numbers and reporting for the department

  • Work with Global leads/managers, as required, to ensure work is handled appropriately and escalations resolved timely

  • Provide input regarding work distribution and tasks assigned to staff

  • Provide input regarding DR coverage of tasks/functions

  • Provide guidance to staff on complex or out of the norm investigations, including escalations, seeking further guidance from managers, if needed

  • Proficient in Excel, Word, PowerPoint

  • Be on project/management calls, in lieu of managers, when they are not available

  • NACHA point of contact for violations and general requests - including informing Investigator/Management/ACH Product of NACHA fines

  • Backup to Supervisor for NACHA Ramp Reporting, Monthly Productivity Reporting, other various ad-hoc reports in PRPC/Business Objects

Competencies :

Conceptual

  • Demonstrates a high level understanding of ACH network and department procedures.

  • Understands the appropriate areas to contact for inquiry resolution (if outside the department)

  • Demonstrates in depth knowledge of the following ACH research tools to quickly assist a customer:

  • SharePoint

  • ACH RIPS/CRIPS

  • PRPC-- Inquiry Tracking Database

  • PRPC Billing

  • UDT (archive only)

  • PRPC -Customer Service Phone Listing

  • Customer Assist

  • CIF and CIM Databases

  • Automation Server

  • Front End Control System

  • E-serve

  • SAR

  • Swift

  • NACHA Rules Online

  • T & A Online

  • Collects information to solve problems and include others in problem resolution.

  • Demonstrates ability to analyze and recognize inconsistencies relative to their day to day responsibilities and bring such issues to management attention.

  • Demonstrates the ability to recognize error trends in inquiry resolution and communicates such to management in a timely fashion.

  • Demonstrates ability to strategize workflow to resolve complicated issues.

  • Consistently demonstrates ability to use good judgment in decision - making.

  • Assist in the training/ mentoring of new hires.

Administrative

  • Organizes time efficiently; prioritizes work appropriately and readily adjusts to changing priorities.

  • Ability to handle more than one task at a time (Solid multi - tasking capability) .

  • Follows instructions on established procedures found in SharePoint.

  • Works effectively with minimum supervision.

  • Performs efficiently in unusual or difficult situations.

  • Adheres to attendance and punctuality policies.

  • Enters all inquiries in the PRPC Inquiry Tracking System.

  • Recommends appropriate procedures to allow for a more efficient and effective customer experience.

  • Completes all required and mandatory classes before the deadline.

Communications/Interpersonal

  • Effectively builds and maintains working relationships with all levels of employees.

  • Communicates clearly and concisely; listens well.

  • Is empathetic to customer needs/ frustrations and is quick to provide the necessary resolution or call back time - frames to the customer.

  • Deals effectively with staff/management in other areas in accomplishing business needs/work assignments.

  • Demonstrates clear and concise written communication skills.

  • Clearly demonstrates ability to defuse a negative customer experience, internal/external.

Quantity and Quality of Work

  • Quality of work is consistently accurate and thorough.

  • Necessary follow - through is accomplished within the time - frames established by ACH Investigation.

  • Information provided to the customer is accurate and timely.

  • Demonstrates superior ability to handle the following types of inquiries in an efficient and effective manner:

  • Quick Kill Inquiries (i.e. - contact to originator, copy of transaction, reversal/deletions questions, general questions)

  • Non - Receipt and Recall Items

  • GIRO/ Receiver services Investigations

  • US Treasury Traces/Non-Receipt Claims

  • File Inquiry

  • Inquiries that involve returns

  • Inquiries that involve the processing of official checks

  • NACHA Violations and related Rules

  • Serves as a mentor to co - workers, assisting them with all types of queries.

  • Demonstrates the ability to handle all inquiry types for "sensitive" and high volume clients.

  • Assist in ensuring that department PRPC turnaround does not exceed the limit established for the department, while maintaining highest level of service to the customer.

Business/Technical

  • Has up-to-date in depth technical expertise as it relates to the following:

  • ACH Rules regarding Non - Receipts, Recalls Items, processing of Return Adjustment Requests, Stale Dated items, Returned Items, NOC's, Stops, Reversals, Reclaims, dishonors/contested.

  • JPMC research tools used to research all of the aforementioned inquiry types.

  • Interaction with customer to ascertain exact problem relative to non - receipt and recall inquiry - inclusive of obtaining the required information to conduct the research.

  • JPMC ACH procedures regarding Non - Receipt and Recall Inquiry handling.

  • Demonstrates in depth understanding and knowledge of rules and regulations regarding ACH origination and receive items.

  • Successfully passes all post training ACH/JPMC training test/exams.

  • Clearly and concisely presents technical information (either written or verbal) to others.

  • Effectively uses/operates tools required of job (Inclusive of SharePoint)

  • Clearly understands the link between job, customer requirements and business results and demonstrates such on a daily basis.

  • Ability to quickly and efficiently resolve sensitive/escalated cases.

  • Maintains all daily/weekly departmental MIS tracking in an accurate and timely manner.

Adaptability/Flexibility

  • Learns from experience.

  • Is flexible to new ideas and actively pursues self - learning.

  • Gives and receives feedback appropriately.

  • Proactively pitches - in, in times of crisis or when others are out in order to meet business goals.

  • Volunteers for Dr Testing, Regression testing, and PRPC Testing, taking the lead when appropriate

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. These requirements may include sharing information in the firm's vaccine record tool, vaccination or regular testing, mask wearing, social distancing and daily health checks. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests.

Equal Opportunity Employer/Disability/Veterans

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