JPMorgan Payments Client Service Officer - Analyst 

Malaysia, Kuala Lumpur 

231278703

As a Client Service Officer in Payments, you will be responsible for managing key client relationships, acting as the in-country point of contact ensuring all client service related tasks are completed promptly.

Job responsibilities

• Act as escalation point for large money movements and escalated transactional enquiries
• Liaise with Relationship, Product and Operations Managers regarding service issues
• Understand clients’ business to help identify solutions to improve client experience and process efficiencies
• Provide the client with support/information regarding interest claims and billing enquiries
• Eliminate exceptional and manual processes and promote electronic/self-service tools
• Manage one-off projects as they pertain to specific client issues and products
• Create Service Quality Reports and use the data to understand and analyze client's payment activities, patterns of client enquiries, opportunities for increasing client's straight-through rates
• Advise clients on and assist with incremental account set-up and operational procedures and liaise with Implementations to ensure these account set-ups are correct
• Manage risk through close attention to client overdrafts, unpaid bills, etc. and escalate risk related issues to appropriate parties as required
• Record client interactions in case management tool (e.g. calls, issues, proactive communications, etc.)
• Participate in and support Payments initiatives as needed

Required qualifications, capabilities, and skills

• Bachelor’s Degree or equivalent, have proven skills in team work and client service experience
• Fluent written and spoken in English plus at least one Asian language.
• Proven client service skills
• Good verbal and written communication skills, with proven ability to negotiate
• Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role
• Demonstrates the ability to manage multiple tasks and prioritize effectively
• Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures.
• Demonstrates cultural sensitivity and awareness
• Good excel and PC skills are required

Preferred qualifications, capabilities, and skills

• A full working knowledge of Payments systems and tools would be an advantage
• SWIFT and USD Clearing knowledge would be an advantage