Cib - Client Service Analyst - Emea Solution Center, Team Lead - Manila

Cib - Client Service Analyst - Emea Solution Center, Team Lead - Manila
Company:

J.P. Morgan


Cib - Client Service Analyst - Emea Solution Center, Team Lead - Manila

Details of the offer

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan Corporate & Investment Bank (CIB) 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 $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.
Key Responsibilities (to include but not limited to):Provide phone enquiry support and/or telephone hotline support to our internal and external clients on a per need basis

Manage overall SVL (phone and or email) and handle escalations
Take ownership and ensure all complaints are escalated appropriately, leveraging the sensitive client process.
Resolve customer issues and queries in a way that reflects and expresses excellent customer service.
Take ownership and provide support and customer service to clients and business areas within JPMorgan.
Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website.
Ad-hoc initiatives to improve quality create efficiency or improve client experience.

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran
Key Skills/ Requirements:Time management and organizational skills

Proficient in various desktop and internet based applications

Demonstrated ability to work in a team environment

Strong verbal and written communication skills

Ability to adapt to a changing environment

Excellent interpersonal skills

1 year or more customer service experience in a call center environment

Strong analytical and problem solving skills

Flexibility to support adjustments to work schedule within the APAC/EMEA/WHEM shift

Ability to quickly adapt and learn new products and technologies

Ability to work in a fast paced performance driven environment

Mentor the frontline employees

Requirements


Knowledges:

  • Exchange
  • Desktop
  • Internet
  • Internet
  • Tax Law

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