cib - payments solution center - client advocacy / Business AnalystJPMorgan Chase

Job Description: Description
This role is responsible for opening escalation tickets, researching customer issues, maintaining account records, and communicating responses internally and externally. The position will be responsible for ensuring timely resolution of Executive Office and regulatory complaints pertaining to Global Commercial Card. The role will require the individual to identify areas of improvement based on the incoming complaints and make recommendations to the Leadership Team. He/She must ensure timely and accurate assessments of client and customer escalations and quickly identify the remediation and communication plan. The position supports escalations and administrative work for the Commercial Card Servicing Teams. This individual will interface with all levels of Card Services departments to resolve issues and address inquiries regardless of source. He/She will also be required to track items associated with the workload in accordance with departmental procedures.
The role is responsible for fulfilling the mission of full customer engagement as gauged by objective metrics and customer surveys. Successful candidate fully understands the importance of providing a superior customer experience as a result of the skillful and timely handling of escalated matters.
This dual role will also include some Business Support work which involves assisting with procedure updates and other various quality control items for the entire Payments Solution Center (PSC) LOB. The main responsibility will be as a complaint handler however, for resiliency purposes you may be asked to help support with various other items as needed. Qualifications
Two to Four years experience in Commercial or Consumer Credit and/or data processing
Strong written and verbal communication skills essential
Working knowledge of Commercial Card policies, procedures and processes preferred
Functional experience with MS Office Suite, including Word, Excel, Access, PowerPoint & OneNote
SharePoint knowledge preferred but not required
Working knowledge of databases and reporting software
Shift Schedule: (WHEM shift) M-F 8pm-5am PHT (7am-4pm CT) Some flexibility on actual start time
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.
JPMorgan Chase

Metro Manila
Permanent
Full-time