1+ months

JPM Payments - Solution Center Client Service Specialist - Associate

Singapore, Singapore
  • Job Code
    210332930

About JPMorgan Treasury Services

The Treasury Services (www.jpmorganchase.com/ts) business of JPMorgan Chase is a top-ranked, full-service provider of innovative payment, collection, liquidity and investment management, trade finance, logistics, commercial card and information solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide. With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the world's largest providers of treasury management services.

Key Responsibilities:

The Transmission Support and High Growth Tech (HGT) team, part of the Treasury Services Solution Center, provides 24 x 7 high quality technical and transactional support via phone/email as well as serves as the primary support contact for internal and external clients utilizing various file delivery & API based services for both transaction initiation and reporting as well as transaction level support.

In this role, you will serve as the front line of support for this complex and growing channel whereby promptly directing customer complaints to relevant departments, managing inquiries, working with various internal partners like technology, product, business partners, etc., to handle client inquiries, fostering positive client relations and obtaining client feedback to improve the service level continuously

Responsibilities will include:

  • Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners.
  • Accurate and timely documentation and follow up on all inquiries received.
  • Advocating on behalf of client to ensure client needs are met when working with business partners.
  • Timely escalation of issues, ensuring that the defined escalation procedures are followed.
    Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries.
  • Proactive outreach to clients and internal partners to address processing errors or in support of platform changes.
  • Monitoring of various queues for identification of issues and initiation of proactive notification to clients of issues or outages when appropriate.
  • Support the development and maintenance of policies, procedures, and training materials.
  • Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.
  • Independent personal development of business and application knowledge to ensure continued effectiveness in the role.

Qualifications:

  • Advanced/Specialist/Management/Graduate Diploma or equivalent.
  • Minimum 5 years of Customer Services and Technical Support Experience.
  • Strong Attention to detail and pattern recognition skills.
  • Effective analytical approach and problem-solving skills.
  • Strong verbal and written communication skills.
  • Business Level written and spoken Mandarin would be needed to support and interact with the firm's Chinese clients.
  • Able to maintain awareness of multiple work streams simultaneously.
  • Effective time management and organizational skills.
  • Able to translate complex technical information into simple terms.
  • Able to work outside of normal coverage hours as needed (including weekends and holidays).
  • Able to work remotely.
  • Able to build and maintain good working relationships with business partners and technology.
  • Able to effectively manage operational risk through adherence to established procedures and controls.
  • Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
  • Ability to work in a fast-paced performance driven environment.
  • Ability to quickly adapt and learn new products and technologies
  • Ability to prioritize, handle multiple tasks and work under pressure in a team environment
  • Able to translate complex technical information into simple terms.
  • Ability to communicate and consult with clients concerning highly sensitive information
  • Able to build and maintain good working relationships with business partners.
  • Mobilizing resources across teams when needed to address client concerns.
  • Results oriented and sustainable high-performance record
  • A proactive approach to problem solving, taking ownership of issues, and having the determination to follow through. Escalate issues as appropriate.

Keyword: card%20services

About JPMorgan Treasury Services

The Treasury Services (www.jpmorganchase.com/ts) business of JPMorgan Chase is a top-ranked, full-service provider of innovative payment, collection, liquidity and investment management, trade finance, logistics, commercial card and information solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide. With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the world's largest providers of treasury management services.

Key Responsibilities:

The Transmission Support and High Growth Tech (HGT) team, part of the Treasury Services Solution Center, provides 24 x 7 high quality technical and transactional support via phone/email as well as serves as the primary support contact for internal and external clients utilizing various file delivery & API based services for both transaction initiation and reporting as well as transaction level support.

In this role, you will serve as the front line of support for this complex and growing channel whereby promptly directing customer complaints to relevant departments, managing inquiries, working with various internal partners like technology, product, business partners, etc., to handle client inquiries, fostering positive client relations and obtaining client feedback to improve the service level continuously

Responsibilities will include:

  • Full ownership and timely resolution of inquiries received via phone, email, and internal case transfer from clients and internal partners.
  • Accurate and timely documentation and follow up on all inquiries received.
  • Advocating on behalf of client to ensure client needs are met when working with business partners.
  • Timely escalation of issues, ensuring that the defined escalation procedures are followed.
    Troubleshooting and investigation of client connectivity issues, processing failures, and transactional inquiries.
  • Proactive outreach to clients and internal partners to address processing errors or in support of platform changes.
  • Monitoring of various queues for identification of issues and initiation of proactive notification to clients of issues or outages when appropriate.
  • Support the development and maintenance of policies, procedures, and training materials.
  • Ensure that client satisfaction and confidence in JPMorgan Chase products and services are at or above departmental standards.
  • Independent personal development of business and application knowledge to ensure continued effectiveness in the role.

Qualifications:

  • Advanced/Specialist/Management/Graduate Diploma or equivalent.
  • Minimum 5 years of Customer Services and Technical Support Experience.
  • Strong Attention to detail and pattern recognition skills.
  • Effective analytical approach and problem-solving skills.
  • Strong verbal and written communication skills.
  • Business Level written and spoken Mandarin would be needed to support and interact with the firm's Chinese clients.
  • Able to maintain awareness of multiple work streams simultaneously.
  • Effective time management and organizational skills.
  • Able to translate complex technical information into simple terms.
  • Able to work outside of normal coverage hours as needed (including weekends and holidays).
  • Able to work remotely.
  • Able to build and maintain good working relationships with business partners and technology.
  • Able to effectively manage operational risk through adherence to established procedures and controls.
  • Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
  • Ability to work in a fast-paced performance driven environment.
  • Ability to quickly adapt and learn new products and technologies
  • Ability to prioritize, handle multiple tasks and work under pressure in a team environment
  • Able to translate complex technical information into simple terms.
  • Ability to communicate and consult with clients concerning highly sensitive information
  • Able to build and maintain good working relationships with business partners.
  • Mobilizing resources across teams when needed to address client concerns.
  • Results oriented and sustainable high-performance record
  • A proactive approach to problem solving, taking ownership of issues, and having the determination to follow through. Escalate issues as appropriate.

Keyword: card%20services
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world™s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants™ and employees™ religious practices and beliefs, as well as any mental health or physical disability needs.
J.P. Morgan Payments is among the world's largest, most trusted and innovative full-service providers in one of the most dynamic and rapidly transforming spaces in financial services. In addition to providing international cash management, liquidity, commercial card, FX, escrow solutions, merchant services and trade finance, we continue to invest in future-growth initiatives, such as blockchain, AI & ML, as well as form partnerships with rising fintechs to expand our client base and product offerings.‹

Boasting more than 135,000 clients in over 180 countries, J.P. Morgan Payments offers specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform, integrated client service model and network of operational centers enable J.P. Morgan Payments to deliver a consistent set of services to clients no matter where they are across the world.

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Posted: 2022-08-30 Expires: 2022-12-18

For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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JPM Payments - Solution Center Client Service Specialist - Associate

JPMorgan Chase & Co.
Singapore, Singapore

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