JPMorgan Client Service Analyst - Mandarin Access Support 

Philippines, Quezon City 

601943839

Job Responsibilities:

• Provide telephone hotline support and/or email enquiry support to internal and external JP Morgan customers
• Be responsible for the full client experience with respect to the use and support of treasury web products, including JPMorgan ACCESS, in a Technical Support Help Desk role
• Maintain high level of proficiency in TS products and technical applications
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
• Provide webinar/remote client support on JPMorgan Access platform
• Provide support as needed to production (phone and/or non-phone) to ensure departmental Key Performance Indicators and SLAs are met as set forth; assist with the transition of new hires to the production floor
• Demonstrates discipline, commitment, and high standards of perform­ance by enhancing knowledge and skills to positively represent bank
• Work on ad-hoc initiatives to improve quality create efficiency or improve client experience
• Identify, recommend, and implement process improvement opportunities

Required qualifications, capabilities, and skills:

• Proficient in various desktop and internet-based applications
• Strong verbal and written communication skills – English and Mandarin. Alongside fluent English, Business level Mandarin language skills are required as the job holder will frequently interact with Asia Pacific and onshore mainland Chinese clients.
• 2 years or more customer service/product support/technical support experience in a call center environment
• Technical proficiency in Windows LAN/PC environments and systems, and in web-and-browser based applications and technologies
• Strong analytical and problem-solving skills
• Flexibility to support adjustments to work schedule within the APAC shift
• Ability to prioritize, handle multiple tasks and work under pressure in a team environment
• A self-starter who does not require close supervision