JPMorgan Client Service Associate 

Philippines, Quezon City 

567478857

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