Client Service Analyst

1 week ago

Metro Manila, Philippines JPMorgan Chase Full time
As a Client Service Analyst, you would be servicing internal and external clients across all lines of business through phone and email servicing depository and all treasury products and services as well as supporting Solution Center agents with first level escalation.

JP Morgan Treasury Services -- moves, concentrates, and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments and information services that help companies manage working capital and liquidity. We are looking to recruit Client Service Officers who are keen on providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, by phone and by email.

Job Responsibilities:

  • Provide telephone hotline support and/or email enquiry support to internal and external JP Morgan customers
  • Responsible for the full client experience with respect to the use and support of treasury web products, including JPMorgan ACCESS, in a Technical Support Help Desk role
  • Maintain high level of proficiency in TS products and technical applications
  • Resolve customer issues and queries in a way that reflects and expresses excellent customer service
  • Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
  • Provide webinar/remote client support on JPMorgan Access platform
  • Provide support as needed to production (phone and/or non-phone) to ensure departmental Key Performance Indicators and SLAs are met as set forth; assist with the transition of new hires to the production floor
  • Demonstrates discipline, commitment, and high standards of performance by enhancing knowledge and skills to positively represent bank
  • Work on ad-hoc initiatives to improve quality create efficiency or improve client experience
  • Identify, recommend, and implement process improvement opportunities


Required qualifications, capabilities, and skills:

  • Proficient in various desktop and internet-based applications
  • Strong verbal and written communication skills - English and Mandarin. Alongside fluent English, Business level Mandarin language skills are required as the job holder will frequently interact with Asia Pacific and onshore mainland Chinese clients.
  • 2 years or more customer service/product support/technical support experience in a call center environment
  • Technical proficiency in Windows LAN/PC environments and systems, and in web-and-browser based applications and technologies
  • Strong analytical and problem-solving skills
  • Flexibility to support adjustments to work schedule within the APAC shift
  • Ability to prioritize, handle multiple tasks and work under pressure in a team environment
  • A self-starter who does not require close supervision


About us

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. 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.

About the Team

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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