Description

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

As a Client Service Analyst within the Global Client Support Team, you will provide professional customer support, respond to client inquiries by phone and email, verify emails, and recommend services that meet client needs. You will resolve issues, improve processes, and collaborate with internal teams to ensure efficient and effective service every day.

Job responsibilities

• Provide email enquiry support and/or telephone support to internal and external JP Morgan customers relating to their accounts and transactions
• Resolve customer issues and queries in a way that reflects and expresses excellent customer service
• Contribute in managing overall Service Level (phone and/or email)
• Take ownership and ensure all complaints and unresolved problems are escalated appropriately, leveraging the sensitive client process and in accordance with Policy & Procedures
• Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
• Work on ad-hoc initiatives to improve quality, create efficiency or improve client experience
• Conduct time and motion studies and process reviews in order to ensure process consistency and implement efficiencies
• Identify high and very high Personally Identifiable Information (PII) and/or sensitive details within email exchange
• Ensure all outgoing external emails adhere to the global compliance procedure.

Required qualifications, capabilities, and skills

• Time management and organizational skills
• Strong verbal and written communication skills - English and Mandarin. Alongside fluent English, Business level Mandarin language
• Two years or more 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

\n J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.\n