Job Description

Customer Services Representatives (CSR's) will work a 37 ½ hour week, covering 9 am till 5 pm (Monday – Friday) at the Newcastle (Cobalt) Contact Centre, and will report to a Team Leader.CSRs will handle all aspects of customer contacts via telephone and written correspondence and forms. They will be responsible for managing their own time, attendance and punctuality and for ensuring they are familiar with the current Policies / Procedures, processing rules and navigation of the various systems deployed. CSRs contribute to the delivery of contractual obligations to J.P.Morgan, including the achievement of Service Levels. CSRs are supported in their role by Team Leaders, and will be expected to convey a professional image of the Contact Centre to both internal and external customers and suppliers. CSRs are expected to act with integrity at all times and command the respect of their peers and customers, contributing to the creation of a successful business environment.Responsibilities:To act as the first point of contact for JPM POca account holders via telephone, written correspondence and formsTo guide account holders accurately and professionally through business processes enhancing the customer experienceInvestigation work to reunite customers with their fundsAdhere to and be familiar with Policies / Procedures, processing rules and POca systemsTo cross-train in all business areas so that cover can be provided for other Contact Centre staff as requiredAdhere to agreed call/ written quality standardsTo follow the DXC Technology and J.P.Morgan administration policies and procedures with a common sense approach