JPMorgan Payments Solution Center Specialist 

India, Maharashtra, Mumbai 

271761753

Roles & Responsibilities – include specific functions/ tasks/ performance objectives

• Field incoming inquiries from the product/segment classified client channels, such as ‘800’-telephone number; fax; email; mail as it relates to Treasury Services related products. Inquiries normally fielded by the Solutions Center staff are
  • Clients unable to apply debit/credit posted to their account; Beneficiary bank unable to apply funds
  • Wire inquiries including case investigation and follow-ups
  • DDA balance/settlement/funding/fee inquiries
  • Check Verification, etc
• Adhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standards
• Ensure the prompt resolution of all customer queries while ensuring the client experience is world class.
• Investigate and resolve generic issues that generate escalated enquiries
• Assist Relationship Managers with queries on customers’ accounts (e.g. following up on old queries or updates, escalations, etc.)
• Identify clients calling for balances, transactional data and for manual payments in order to offer them the use of internal tools and JP Morgan platforms, and discuss the benefits with them for self-serve.
• Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
• Track all inquiries received into the service center regardless of channel in the case tracking tool Service Portal.
• Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard

• Excellent communication skills (verbal and written) with emphasis on bankingterminology
• Demonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or request
• Ability to work in a fast-paced environment and an adaptability to change
• Strong problem-solving and decision-making skills
• Exhibits ability to work effectively in a team environment
• Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time

Key Performance Indicators

• Customer Satisfaction
• Quality
• Average Handle Time
• Attendance

Hours of Work / Shift Timings in Mumbai

• Fully-staffed: Monday-Friday, 8:00 AM – 8:00 PM Eastern Standard Time