JPMorgan Contact Center Analyst - Commercial Real Estate 

Philippines, Quezon City 

37976451

As a Contact Center Analyst in the Commercial Real Estate team, you will provide exceptional client service through a dedicated phone line. You will address client concerns related to treasury products, ensuring high-quality service and fostering strong client relationships. Reporting to a Contact Center Manager, you will collaborate with various teams to deliver a superior client experience.

Job Responsibilities:

• Answer incoming calls from internal and external clients, focusing on high-quality, professional service and one-call resolution.
• Provide clear and concise responses to client inquiries via phone and email.
• Serve as a liaison between clients, Relationship Managers, Operations, Treasury, and Loan Servicing teams to ensure seamless service delivery.
• Build and maintain a high level of knowledge of commercial treasury products and services.
• Prioritize daily workload to maximize productivity utilizing time management and organizational skills.
• Analyze and interpret transactions, statements, and documents to provide accurate inquiry resolution.
• Identify and control risks to prevent fraudulent account behavior and potential fraud exposure.
• Ensure compliance with relevant banking regulations and data security standards.
• Identify process initiatives and services that may benefit clients and improve overall relationship profitability and participate in special projects and initiatives as assigned by the leadership team.
• Demonstrate exemplary teamwork skills by maintaining a professional, positive, and supportive attitude.
• Work independently with supervision and escalate complex issues as necessary to resolve client requests in a timely manner.

Required qualifications, capabilities, and skills:

• Excellent communication skills, both written and verbal, with a clear and positive telephone manner.
• Drive for client focus with a sense of urgency and service excellence.
• Strong problem-solving and troubleshooting skills.
• Ability to work in a fast-paced, constantly evolving environment and adapt to shifting schedules.
• Self-driven, eager to learn, and capable of working independently and as part of a team.
• Strong understanding of US banking and regulatory requirements around data security and data protection.

Preferred qualifications, capabilities, and skills:

• College degree preferred, or equivalent work experience.