Client Service Analyst

12 hours ago

Manila, National Capital Region, Philippines JPMC Candidate Experience page Full time $40,000 - $60,000 per year

If you're passionate, curious and ready to make an impact, we're looking for you to help us grow our businesses for the future.

As a Client Service Analyst within the Client Service team, you will be responsible for various customer service, relationship management and operational control activities of clients.

You will serve as a service contact for each client within the overall portfolio, and will be directly responsible for the creation and follow through of all internal and external client requests through both phone, email and mail channels on a variety of technical issues for a wide range of web based and internal applications.

Job Responsibilities:

  • Track cases critically as part of internal work processes.
  • Manage portfolios proactively using the Case Tracking and Service Portal to ensure data integrity.
  • Demonstrate professionalism, outstanding customer service, and technical skills.
  • Support client calls and ad-hoc requests while promoting self-service options.
  • Engage and escalate to appropriate technology and internal teams to minimize cardholder impact.
  • Collaborate with cross-functional team members to solve complex issues and improve experiences.
  • Create, triage, communicate, escalate, and follow up on Service Portal tickets until completion.
  • Manage the Service Portal worklist to ensure L1 and L2 tickets are actioned within SLAs.
  • Handle transactional calls and emails by maintaining knowledge of policies, procedures, and systems.
  • Perform in-depth end-to-end reviews of client issues and provide analysis and recommendations.
  • Challenge yourself to stretch outside your comfort zone, including after-hours support when needed

Required qualifications, capabilities and skills:

  • Minimum 3years  in customer service, operations, portfolio management or a combination of experience, with work experience primarily in banking or financial service industry  
  • Knowledge of Prepaid Card products as well as procedures and applications related to them 
  • Strong interpersonal skills with proven leadership abilities 
  • Command strong ability to use various bank systems such as Service Portal, Global Prepaid Platform,   
  • Excellent oral and written communications skills  
  • Ability to work under pressure in a team environment 

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