Global Operations Specialist

4 weeks ago

Metro Manila Philippines JPMorgan Chase & Co. Full time

The the opportunity to be part of a global team

As a Global Operations Specialist within JP Morgan Treasury Services, you will play a crucial role in providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, both by phone and email. You will be responsible for servicing internal and external clients across all lines of business, supporting Solution Center agents with first-level escalation, and ensuring a high level of proficiency in TS products and technical applications. This role offers the opportunity to enhance your skills and positively represent the bank while contributing to initiatives that improve quality, create efficiency, and enhance the client experience.

Job Responsibilities
  • Provide telephone hotline support and/or email enquiry support to internal and external JP Morgan customers relating to their accounts and transactions.
  • Take responsibility for the full client experience with respect to the use and support of treasury webproducts, 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/remoteclient support on JPMorgan Access platform.
  • Contribute in managing overall Service Level (phone and or email).
  • 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.
  • Ensure all unresolved problems are escalated in accordance with instructions held on Policy & Procedure website.
Required qualifications, capabilities and skills
  • Proficient in various desktop and internet-based applications.
  • Strong verbal and written communication skills – English and Japanese. Alongside fluent English, Business level Japanese language skills are required as the job holder will frequently interact with Asia Pacific and onshore Japanese 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.
  • Ability to quickly adapt and learn new products and technologies.
  • 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.
Preferred qualifications, capabilities and skills
  • Knowledge on Clearing/SWIFT, cheques and international payment conventions/practices is a plus.
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