The Client Service group is responsible for the day-to-day operations, client service delivery and management as well as oversight of key controls.
As a Client Service Analyst within the Payments Solution Center team, you will play a crucial role in ensuring that our external and internal clients receive best-in-class service every day. You will be the primary point of contact for clients, taking full responsibility for their experience and acting as their advocate within the organization. Your ability to resolve service issues promptly and effectively will be key to maintaining and enhancing client satisfaction.
Job responsibilities:
- Provide responsive email and telephone hotline support to both internal and external JP Morgan customers, addressing inquiries related to their accounts and transactions.
- Maintain a high level of expertise in Treasury Services (TS) products and technical applications to effectively assist customers.
- Resolve customer issues and queries with a focus on delivering exceptional customer service.
- Collaborate with support functions and other business units to ensure timely and satisfactory responses to customer inquiries.
- Contribute to managing overall service levels for phone and email support, ensuring consistent quality.
- Take ownership of customer complaints, ensuring they are escalated appropriately through the sensitive client process.
- Escalate unresolved issues in accordance with the guidelines outlined on the Policy & Procedure website.
- Participate in ad-hoc initiatives aimed at enhancing service quality, creating efficiencies, or improving the client experience.
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Required qualifications, skills and capabilities:
- Exceptional verbal and written communication skills in both English and Japanese.
- Minimum of 2 years of customer service or product support experience in a call center environment.
- Strong analytical and problem-solving abilities.
- Flexibility to adjust work schedule within the APAC shift.
- Ability to prioritize tasks, manage multiple responsibilities, and perform well under pressure in a team setting.
- Self-motivated and capable of working independently without close supervision.
- Quick adaptability to new products and technologies.
- Detail-oriented, thorough in reviewing information, and committed to following through to resolution.
- Proficient in various desktop and internet-based applications.
Preferred qualifications, skills and capabilities:
- Knowledge on USD Clearing/SWIFT, cheques and international payment conventions/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.