J.P. Morgan
Bangalore, Karnataka, India
2d ago

Analyze, research, and resolve payroll queries received from employees / managers or any authorised personnel. Must be able to work in an efficient and effective manner and respond to the customer in a professional manner.

This includes the ability to understand, interpret, and explain JPMC NA Payroll.

  • Manage cases, perform in-depth research, identify resources for providing information, follow through to obtain information, and resolve cases efficiently and thoroughly, meeting both volume and quality service measurement standards.
  • Process cases which will includes all the aspects of an employee's pay either while the employee is active or on a Leave of Absence from the firm according to federal / state / local guidelines and regulations.
  • Understand and able to calculate various payments and Overpayments which may include leave pay and vacation.
  • Communicate with HR Business Partners, answer questions, and provide updates as needed.
  • Explain provisions of prior plans and impact of mergers / acquisitions, etc. on plans and benefits.
  • Coach and mentor new team members, answer questions, and provide assistance when needed.
  • Skill Set :

  • Strong customer service ethic, communication skills (written and verbal), interpersonal skills, and telephone etiquette
  • Strong organizational skills and ability to effectively prioritize.
  • Ability to multi-task in a fast paced environment.
  • Ability to quickly absorb product knowledge and process information and apply appropriately to customer’s needs.
  • Analytical skills are required to identify issues and trends and develop solutions and / or recommendations.
  • Interact with corporate Human Resources professionals and executives in a professional manner.
  • Excellent problem solving skills with the ability to make sound business decisions, along with perseverance in obtaining information needed to resolve questions or issues.
  • Use multiple information resources to research problems and issues.

  • Handle situations that require adaptation of response or extensive research.
  • Calm and diffuse irate customers by following procedures and using interpersonal skills.
  • Advanced problem solving skills.
  • Make sound business decisions and exercise good judgment skills with understanding of when to escalate issues.
  • Flexible and adaptable to changes in procedures, processes, systems, etc.
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