You have in-depth understanding and knowledge of rules and regulations regarding Automated Clearing House (ACH) origination and the ability to quickly and efficiently resolve sensitive/escalated cases. You are additionally seeking career growth - this is the team for you.As a Payment Lifecycle Analyst on the Payment Lifecycle team at JPMorgan Chase, you will receive, research, record, resolve, and respond to ACH related inquiries within the department's target goals. You will handle high level, intricate, escalated investigations while assisting co-workers and handling additional assigned duties, including assisting with special projects and testing, defects, enhancements. You will also create, analyze, and send monthly reports.Job Responsibilities
Research and respond to ACH Investigations received via E-serve, e-mail, fax, mail, swift and phone, to department standards
Complete adjustment tickets
Retrieval of proof and batches of returns from SharePoint
Research risk issues (including pre-fund, credit/debit line)
Ability to handle escalated issues
Delegate work and monitor queues, collect and report daily activity/production of work group to ensure processing efficiency
Responsible to help facilitate the department's inquiry turnaround is met or exceeded
Utilize SharePoint for but not limited to retrieving forms and procedures for research assistance
Assist with Out of The Money (OTM) approvals/uploads for check deposits
Approve Phone list updates in Pega Rules Process Commander (PRPC) for Tampa staff
Complete project/management calls, in lieu of managers, when they are not available, taking note of any takeaway and key updates to management
Required Qualifications, Capabilities, and Skills
Demonstrates in depth knowledge or ability to grasp understanding of ACH research tools to quickly assist a customer, including SharePoint, ACH RIPS/CRIPS, PRPC, Customer Assist, Automation Server (Data Mining Reports), SWIFT, and National Automated Clearing House Association (NACHA) Rules
Ability to analyze and recognize inconsistencies relative to their day to day responsibilities and bring such issues to management's attention
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/escalations
Ability to organizes time efficiently; prioritize work appropriately and readily adjust to changing priorities, with ability to handle more than one task at a time (solid multitasking capability)
Ability to provide empathy to customer needs/frustrations and quick to provide necessary resolution or call back time frames to the customer
Communicates clearly and concisely; listens well
Ability to quickly and efficiently resolve sensitive/escalated cases
Consistently demonstrates ability to use good judgment in decision making
Demonstrates clear and concise written communication skills
Clearly demonstrates ability to defuse a negative customer experience, internal/external
Preferred Qualifications, Capabilities, and Skills
Demonstrates high level understanding of ACH network and department procedures
Flexible to new ideas and actively pursues self - learning
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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.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.JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans