client Services - manilaJPMorgan Chase

Job Description:
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2 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, asset management and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. In Asia Pacific, J.P. Morgan operates through 26 offices in 15 countries and has developed its wholesale banking franchise during a history of almost 160 years in the region.
More information about JPMorgan Chase & Co. is available at
J.P. Morgan Chase & Co. 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 and Trading operations. J.P. Morgan 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. is also rapidly expanding its Corporate Center to provide services for the firm's various lines of business and support its customers and clients around the world. JPMorgan Chase & Co. launched its Corporate 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.
A Dynamo specialist will be working in a dynamic, rapid-paced, customer and colleague-centric environment where he/she is expected to provide best-in-class and a customer-obsessed service and support of the customers with regard to their financial needs. A Dynamo specialist is also expected to use different forms of communication channels with customers depending on the customer's preferred choice---verbal or written. As well, a Dynamo specialist is expected to think "outside the box", resolve customer issues, provide valuable insights and be a great team player to help make the Dynamo Team a great environment to work in.
Roles/Responsibilities:
· Provide best-in-class customer service, through phone and chat, handling "everyday banking" issues from the customers, which includes guiding customers how to use our product and technical troubleshooting concerns.
· Process disputes as requested by customers.
· Identify, capture, and resolve complaints from customers within the agreed service levels.
· For Fraud Hiring, in addition to the above:
o Review and decide on onboarding exceptions, reach out to customers as necessary.
o Review and decide on transaction exceptions, reach out to customers as necessary.
o Identify and resolve fraud-related issues reported by customers.
Key Competencies:
Customer Focus
· Take ownership of each customer while empathizing and prioritizing customer needs
· Resolve conflicts and manage customer expectations
· Determine customer needs and provide appropriate solutions through relationship building
Communication Skills
· Excellent verbal and written communication with both external and internal customers
· Ability to multi-task (talking or chatting with the customer) while documenting customer account activities thoroughly and concisely
· Engage in interactive dialogue with customers through active listening
Problem Solving Skills
· Approach problems logically and with good judgment to ensure the appropriate customer outcome
· Make appropriate decisions on behalf of the customer quickly and effectively
· Effectively prioritize work to ensure efficiency
· Conduct research as needed
Analytical Skills
· Critical thinker and ability to exercise independent judgment
· Accuracy and attention to detail
· Required to abide by all applicable regulatory and department practices and procedures
Computer Skills
· Expertise with multiple browsers, multiple tabs, window navigation and instant messenger tools
· Fluency in Windows Operating Systems and Microsoft Office tools
Other Skills
· Entrepreneural - possesses a business owner mindset and applies the same in his role
· Change Champion - is proactive and tireless in pursuing changes that will benefit the customers, colleagues or both.
Qualifications:
· Must be willing to work in rotating schedules and shifts
· Must be willing to work in an environment that supports customers on both phone and chat.
· Completed at least 2 years in college or 2-year vocational/certificate course or high school graduate with 2 years financial services and customer service/fraud service background in the UK.
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: Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.
JPMorgan Chase

Metro Manila
Permanent
Full-time