Client Service Analyst, Client Service Delivery

We are looking to recruit Client Service Officers who are keen on providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, by phone and by email.

As a Client Service Analyst within the Client Service Delivery team you are responsible to service internal and external clients across all lines of business through phone and email servicing depository and all treasury products and services.

Job responsibilities

• Provide support via email and telephone hotline to both internal and external JP Morgan customers regarding their accounts and transactions.
• Maintain a high level of proficiency in Treasury Services (TS) products and technical applications.
• Resolve customer issues and queries with a focus on delivering excellent 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 communications.
• Take ownership of complaints, ensuring they are escalated appropriately using the sensitive client process.
• Escalate unresolved problems in accordance with the Policy & Procedure guidelines.
• Participate in ad-hoc initiatives aimed at improving quality, creating efficiency, or enhancing client experience.

• Excellent verbal and written communication skills.
• 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, handle multiple responsibilities, and work under pressure in a team setting.
• Self-starter with minimal supervision required.
• Quick adaptability to learn new products and technologies.
• Detail-oriented with thorough review skills and follow-through to resolution.
• Proficient in various desktop and internet-based applications.

• Knowledge of Clearing/SWIFT, cheques, and international payment conventions/practices is a plus.