Client Services Analyst - Payment Solutions

Payment Solutions - Client Services Analyst

Welcome to JPMorgan Chase. Are you looking for an opportunity to work in Payments team? You have found the right team. The Asia Pacific Solution Center offers best in class service to our Treasury Services corporate and financial institution clients. We are the first line client service team interacting with our clients via phone and email.

As a Client Service Analyst in the Payments team, you will be responsible for various customer service and relationship management activities, as well as operational controls for an assigned portfolio of clients. In this role, you will serve as the primary point of service contact for each client within your assigned portfolio. The assigned client portfolio may be comprised of operating transactional accounts and complex treasury products. This role will act as the first point of escalation from the Corporate Client, Correspondent bank, Corporate Client Service team and the Client Service Account Management (CSAM) team located within the local branches.

Job responsibilities

• Provide prompt and value-added inquiry services and solutions for J.P. Morgan Treasury Services clients
• Handle day-to-day client inquiries and requests relating to their accounts and transactions
• Take ownership in pending cases by following-up closely and providing proactive updates to clients
• Ensure risk and compliance guidelines are followed at all times while meeting client needs
• Identify and escalate issues in a timely manner 
• Perform maintenance requests e.g. signature updates, call-back list updates, SA updates, etc.
• Coordinate and follow-up with internal partners
• Gather and compile information e.g. interest setup/rates, account list, pulling of account statements, payment cut-off time, etc.
• Resolve phone and written inquiries from clients and internal partners, ensure first call resolution, and provide client updates on unresolved cases
• Log and track all incoming work into call tracking system within 24 hours
• 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

Required qualifications, capabilities, and skills:

• Bachelor's Degree in Business, Finance, Economics, or related disciplines
• At least 1 year of experience in Banking industry
• Clear and effective verbal and written communication
• Active listening to understand customer needs and concerns
• Analytical thinking to diagnose problems and identify solutions
• Creativity in finding alternative solutions when standard procedures do not apply

Preferred qualifications, capabilities, and skills:

• Prior experience in Transaction Banking role
• Master of Business Administration (MBA) will be a plus