JPMorgan Client Service Analyst - APAC Solution Center 

Philippines, Quezon City 

846101929

As a Client Service Analyst within Payments, you will service internal and external clients across all lines of business through phone and email servicing depository and all treasury products and services as well as supporting Solution Center agents with first level escalation.

Job Responsibilities

• Provide email enquiry support and/or telephone hotline support to internal and external JP Morgan customers relating to their accounts and transactions
• Maintain high level of proficiency in Treasury Services 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
• Contribute in managing overall Service Level (phone and or email)
• Take ownership and ensure all complaints are escalated appropriately, leveraging the sensitive client process
• Ensure all unresolved problems are escalated in accordance with instructions held on Policy & Procedure website
• Work on ad-hoc initiatives to improve quality create efficiency or improve client experience

Required qualifications, capabilities and skills

• Excellent verbal and written communication skills
• At least 2 years of customer service/product support experience in a call center environment
• 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
• Ability to quickly adapt and learn new products and technologies
• Detail-oriented; thorough in their review and able to follow through to resolution
• Proficient in various desktop and internet-based applications

Preferred qualifications, capabilities and skills

• Knowledge on Clearing/SWIFT, cheques and international payment conventions/practices is a plus