cib - client service analyst - apac transaction support - Team Lead, manilaJPMorgan Chase

Job Description:
CIB INTERNAL JOB POSTING (IJP): Team Lead for Client Services - APAC Transaction Support Team
Shift: Morning Shift (Flexible)
Key Responsibilities:
Provide quality phone and email enquiry support to our internal and external clients relating to their accounts and transactions
Manage overall Service Level (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.
Qualifications
Time management and organizational skills
Excellent verbal and written communication skills
Strong organizational and decision making skills
Strong analytical and problem solving skills
Ability to quickly adapt and learn new products and technologies
Ability to work in a fast paced performance driven environment
Detail-oriented; thorough in their review and able to follow through to resolution
Ability to multi task while working under minimal supervision.
Exhibits ability to work effectively in a team environment
Proficient in various desktop and internet based applications
1 year or more customer service experience in a call center environment
Flexibility to support adjustments to work schedule
Had experience to manage staff is a plus
Knowledge on ACH, USD Wires/SWIFT and international payment conventions/practices is a plus
About Us:
JPMorgan Chase & Co., 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. 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.
About the Team:
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world's most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.
JPMorgan Chase

Metro Manila
Permanent
Full-time