JPMorgan Client Service Analyst - Team Lead 

India, Maharashtra, Mumbai 

307419076

Job Description

As a member of this team you will be part of a high performing global team and will have the opportunity to work with a variety of different clients and internal partners. As you support our clients, you will work on many different problem types of varying complexity, across multiple products and lines of business. You will be challenged to stretch outside your comfort zone, learn new things and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners. Candidates will be expected to meet the required performance standards on all parameters on efficiency, client satisfaction, quality and controls.

Responsibilities

• Providing support on inquiries received via phone and emails from clients and internal partners on products like Letter of Credit, Documentary Collections and Stand-by Letter of Credit .
• Adherence to Standard Operating Procedures (SOP) and ensure appropriate & timely handling of all cases (both email and phone inquiries).
• Develop domain expertise in Core Trade and meet goals on all performance metrics.
• Escalate client concerns and urgent issues as per the escalation matrix when needed for timely resolutions and risk mitigation.
• Promote use of self-service digital tools to reduce number of Client inquiries.
• Co-ordinate with Sales, Operations, Product and other internal teams supporting Letter of Credit, Documentary Collections and Stand-by Letter of Credit to resolve client issues.
• Recommend ideas for digital enhancement, volume reduction & process improvement.
• Support the development and maintenance of policies, procedures and training material for Letter of Credit, Documentary Collections and Stand-by Letter of Credit.

Qualifications & Essential Skills

• Graduate in any discipline. Must have prior Core Trade experience with working knowledge of products like Letter of Credit, Documentary Collections and Stand-by Letter of Credit.
• Minimum 3 years of experience in Customer Service (International).
• Effective spoken and written communication skills.
• Effective analytical and problem solving skills.
• Ability to effectively use and manage multiple systems & good time management skills.
• Strong team player and has the capacity to build good working relationships with various teams.
• Willing to work in rotational shifts.