JPMorgan Transfer Agency Investor Services Associate 

China, Hong Kong, Kowloon 

364140390

As a Transfer Agency Investor Services Associate in our Fund Operations team, you are responsible to provide respond to all shareholders and fund promoter queries received via Telephone/Fax/Email in relation to Funds services and procedures. You will be involved in sending daily reports to fund promoters, releasing contract notes and statements, answering audit queries. The nature of the queries would require fast, efficient and accurate responses and require the initiative to route queries to appropriate teams that cannot be addressed at point of contact. Lastly, you are responsible for outgoing queries based on daily operational activity, reviews daily open items to ensure proper follow-up and closure and coordinate complex queries with internal and external stakeholders as appropriate.

Job responsibilities:

• Build a stable relationship with the investors of our clients to ensure effective cooperation and solid understanding of the client’s/investor’s culture and the relevant fund structures
• Deliver high quality customer service so as to complete increasingly complex tasks on time and accurately
• Monitor and answer investor related queries ranging across diverse areas of investor activities such as dealing, payments and cash within the agreed turnaround times and ensure appropriate follow-up on all outstanding queries in a timely manner.
• Release investor correspondence (contract notes, dividend notes and monthly statement etc.,) ensuring that they are released within the agreed deadlines as outlined in the Service Level Agreements.
• Provide daily/weekly/monthly reports to fund promoters and other internal departments
• Prepare audit confirmation for investors and fund auditors
• Conduct telephone call back on all submitted changes to bank mandates, authorized signatories and contact details
• Manage investor complaints in accordance with complaint policy
• Maintain an effective, interactive relationship with internal Transfer Agency Operations Managers
• Represent J.P. Morgan to external partners such as clients, potential clients and vendors in a professional manner.
• Keep necessary controls to meet service delivery standards in relation to the handling of investor enquiries

Required qualifications, capabilities, and skills:

• Bachelor’s Degree in Business, Finance, Economic, or relevant disciplines
• At least 5 years of experience in Investor Services/Customer Service Transfer Agency roles
• Proven experience in managing internal and external clients at senior level
• Fluency in English, Cantonese and Mandarin – Business spoken and written.
• Ability to read and type simplified and traditional Chinese is required
• Extensive working knowledge of Microsoft Office products including Word, Excel Digital Solution tools and Outlook
• Team player, professional and proactive approach to work, positive attitude, remain poised under pressure, client service focus and ability to adapt to change
• Able to quickly understand technical, procedural and functional information to solve problems and deliver information to investors
• Client centricity with focus on high quality service delivery
• Demonstrate a keen eye for details; look for and mitigate inherent and residual risks
• Be able to work in a multi-cultural environment with virtual teams

Preferred qualifications, capabilities, and skills:

• Gather relevant information systematically; consider a broad range of issues or factors; grasp complexities and perceives relationships among problems or issues; include others in problem‑solving efforts when appropriate
• Anticipate and identify customer needs; take action to meet customer needs; develop effective working relationships with internal and external customers; continually search for ways to increase customer satisfaction
• Ability to adapt to a fast changing challenging environment
• Proactively recognise and act upon opportunities to improve processes ensuring operating procedures are up-to-date by communicating required amendments to management whilst strictly adhering to all company policies and procedures