Client Service Analyst

JOB DESCRIPTION

At JPMorgan Chase, we are committed to delivering exceptional client service and fostering a culture of excellence, innovation, and inclusivity. As a global leader in financial services, we value diversity and collaboration, creating an environment where every team member can thrive and contribute to our shared success. Joining our team means being part of a dynamic organization that prioritizes professional growth, offers competitive benefits, and encourages creativity and teamwork. If you are passionate about making a difference and driving positive change, we invite you to explore the exciting opportunities with us and help shape the future of finance.

As a Client Service Analyst within the PSC TRADE MANILA team, you will provide email and telephone support to JP Morgan customers, ensuring high-quality service and timely resolution of their inquiries related to Core Trades. You will collaborate with various business units to enhance client satisfaction and contribute to service level management. This role offers an opportunity to develop your expertise in TS and Trades products while working in a dynamic team environment.

Job responsibilities:

• Provide email enquiry support and/or telephone hotline support to internal and external JP Morgan customers relating to their accounts and transactions for Core Trades
• Maintain high level of proficiency in TS and Trades 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
• Contribute in managing overall Service Level (phone and or email)
• Take ownership and ensure all complaints are escalated appropriately, leveraging the sensitive client process
• Ensure all unresolved problems are escalated in accordance with instructions held on Policy & Procedure website
• Work on ad-hoc initiatives to improve quality create efficiency or improve client experience

Required qualifications, skills and capabilities:

• Excellent verbal and written communication skills
• 2 years or more 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, skills and capabilities:

• Knowledge on Trades products and practices is a plus

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.

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 Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.