Client Service Analyst - APAC Solution Center

Job Description
JP Morgan Treasury Services -- moves, concentrates, and invests client money, and provides trade finance and logistics solutions. Treasury Services products include payments, collections, trade finance, investments and information services that help companies manage working capital and liquidity. We are looking to recruit Client Service Officers who are keen on providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, by phone and by email.
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

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
About the Team
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.