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JPMorgan Client Service Associate 
Philippines, Quezon City 
567478857

31.07.2024

Key Responsibilities (to include but not limited to):

  • Provide phone enquiry support and/or email support to our internal and external clients on a per need basis
  • Manage overall SVL (phone and or email) and handle complex inquiries
  • Coaching staff to maintain/improve performance
  • Handle reporting and administrative tasks including payroll, staff scorecard, team performance metrics, start of day/end of day productivity, monthly business reviews, etc
  • Proactively coordinate with Service and other internal groups for additional support that may be needed to resolve client inquiries
  • Take ownership of inquiry resolution end to end and ensure all complaints are escalated appropriately, leveraging the client tier service differentiation.
  • Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
  • Adhere to risk and control guidelines to ensure business processes and staff is compliant to global policies and procedures.
  • Ensure Policy & Procedures are up to date and business guidelines are audit ready.
  • Ad-hoc initiatives to improve quality of work, create efficiency and/or improve client experience.

Key Skills/ Requirements:

  • Time management and organizational skills
  • Proficient in various desktop and internet based applications
  • Demonstrated ability to work in a team environment
  • Strong verbal and written communication skills
  • Ability to adapt to constantly changing environment
  • Excellent interpersonal skills
  • 1year or more people management and customer service experience in a call center environment.
  • Strong analytical and problem solving skills
  • Flexibility to support adjustments to work schedule within the APAC / EMEA/WHEM shift
  • Ability to quickly adapt and learn new products and technologies
  • Ability to work in a fast paced and performance driven environment
  • Manage 5-10 team members and provide regular coaching sessions and feedback
  • Mentor the frontline employees