Client Service Analyst

3 weeks ago

Caloocan, Philippines J.P. Morgan Full time

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team. As a Client Service Analyst within the Global Client Support Team, you will provide professional customer support, respond to client inquiries by phone and email, verify emails, and recommend services that meet client needs. You will resolve issues, improve processes, and collaborate with internal teams to ensure efficient and effective service every day.

Job responsibilities
  • Provide email enquiry support and/or telephone support to internal and external JP Morgan customers relating to their accounts and transactions
  • Resolve customer issues and queries in a way that reflects and expresses excellent customer service
  • Contribute in managing overall Service Level (phone and/or email)
  • Take ownership and ensure all complaints and unresolved problems are escalated appropriately, leveraging the sensitive client process and in accordance with Policy & Procedures
  • Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
  • Work on ad-hoc initiatives to improve quality, create efficiency or improve client experience
  • Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies
  • Identify high and very high Personally Identifiable Information (PII) and/or sensitive details within email exchange
  • Ensure all outgoing external emails adhere to the global compliance procedure.
Required qualifications, capabilities, and skills
  • Time management and organizational skills
  • Strong verbal and written communication skills in English and Mandarin
  • Two years or more of customer service/product support experience in a call center environment
  • 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
  • Ability to quickly adapt and learn new products and technologies
  • Detail-oriented; thorough in their review and able to follow through to resolution
  • Proficient in various desktop and internet-based applications
Preferred qualifications, capabilities, and skills
  • Knowledge on Clearing/SWIFT, cheques and international payment conventions/practices is a plus
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