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CIB Operations - Client Service Specialist - Professional

Req #: 170030845
Location: Singapore, 01, SG
Job Category: Account Servicing
Potential Referral Amount: 3000 Singapore Dollar (SGD)

About J.P. Morgan Chase & Co.

 

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands.  Information about J.P. Morgan is available at www.jpmorganchase.com

 

About J.P. Morgan’s Corporate & Investment Bank

 

J.P. Morgan’s Corporate & Investment Bank is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With nearly $20 trillion of assets under custody, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world. 

 
JP Morgan Treasury Services moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS 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.
 
Department Summary
 
APAC Helpdesk (sometimes referred to as TSG or Technical Solutions Group) provides high quality technical support via telephone and e-mail to Global Client Access (JP Morgan Access and Access Next Gen) portal customers. It provides technical solutions for inquiries from clients, financial institutions, and internal partners located in APAC Region. Overflow calls from WHEM and EMEA regions are also serviced in accordance with the ‘Follow-the-Sun’ support model. APAC Helpdesk is responsible for performing routine daily tasks and participating in special department projects. Languages supported by the group are English, Mandarin, Cantonese and Japanese.
 
Role Description (to include but not limited to):
  • Provide technical support to Global Client Access (JP Morgan Access and Access Next Gen) clients
  • Log and manage calls into the support call tracking system
  • Resolve customer issues and queries in a way that reflects and expresses excellent customer service
  • Liaise with Service, Sales, Implementation, Product or Technology to resolve outstanding customer issues
  • Promptly follow escalation procedures during outages and client feedback or complaint
  • Adherence to schedule to meet service level targets  
  • Ensure that helpdesk procedures are followed
  • Ensure good lines of communication between partner support groups located globally
  • Ensure agent readiness when new products are launched
  • Own your professional development, including:
    • Product line knowledge
    • Technical skills
    • Cash management and related business knowledge
    • Customer relationship management
    • Career growth and development
Key Accountabilities/Major Responsibilities:
  • Client Satisfaction
    • Resolve phone and written inquiries from clients and internal partners
    • Log, track all incoming work into call tracking system within 24 hours
    • Ensure first call resolution
    • Provide client updates on unresolved cases
    • Provide a high standard of client service. Ensuring that all client inquiries are resolved to their satisfaction through intensive partnership with other departments locally and globally.
  • Client Intimacy
    • Advise immediate manager, Client Service Account Manager, and Client Advocacy of any potentially damaging relationship and operational deficiencies
  • Managing Risk
    • Escalate any issues in a timely manner
    • Obtain exceptional item approval where appropriate
    • Recommend updates to Procedures Manual
 
 
General Knowledge and Experience Required:
  • 2-3 years Banking experience, cash management preferred
  • Customer-focused
  • Excellent verbal and written communication skills in English plus either Mandarin or Cantonese (native level)
  • Ability to work under pressure, multi-task and meet set deadlines
  • Must be organized, detail-oriented and have excellent problem solving skills
  • Ability to take ownership of client inquiries
  • "Go above and beyond" attitude
  • Computer literate on Microsoft Office products
  • Self-starter with a passion for learning and self-development
  • The ability to meet and exceed targets and deadlines
  • A passion to be a part of a high performing team
  • A strong desire to develop a career within cash management area
 
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