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Client Service Analyst - APAC Access Support



IT, Customer Service
metro manila, philippines
Posted on Friday, June 28, 2024

Job Description

As a Client Service Analyst, you would be servicing internal and external clients across all lines of business through phone and email servicing depository and all treasury products and services as well as supporting Solution Center agents with first level escalation.

JP Morgan Treasury Services -- moves, concentrates, and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments and information services that help companies manage working capital and liquidity. 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.

Job Responsibilities:

  • Provide telephone hotline support and/or email enquiry support to internal and external JP Morgan customers
  • Responsible 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
  • Provide support as needed to production (phone and/or non-phone) to ensure departmental Key Performance Indicators and SLAs are met as set forth; assist with the transition of new hires to the production floor
  • 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
  • Identify, recommend, and implement process improvement opportunities

Required qualifications, capabilities, and skills:

  • Proficient in various desktop and internet-based applications
  • Strong verbal and written communication skills – English and Mandarin. Alongside fluent English, Business level Mandarin language skills are required as the job holder will frequently interact with Asia Pacific and onshore mainland Chinese 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
  • 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