Global Operations Specialist

JOB DESCRIPTION

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 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.
• 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.

ABOUT US

JPMorganChase, 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

J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients—including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.