Welcome to J.P. Morgan! Are you looking for an opportunity to advance your career in Payment Client Service space? You have found the right team !

As a Client Service Officer in Payments, you will be responsible for managing key client relationships, acting as the in-country point of contact ensuring all client service related tasks are completed promptly.

The Client Service Officer is responsible for ensuring that JPMorgan Chase offers the highest standard of client service to all clients. The principle purpose of the position is to act as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency. The Client Service Officer will ensure clients' needs and expectations are formally discussed and analyzed to maintain the agreed quality standards. The Client Service Officer will manage incoming telephone calls, emails and paperwork relating to account maintenance. 

Job responsibilities

Act as escalation point for large money movements and escalated transactional enquiries  Liaise with Relationship, Product and Operations Managers regarding service issues  Understand clients’ business to help identify solutions to improve client experience and process efficiencies Provide the client with support/information regarding interest claims and billing enquiries  Eliminate exceptional and manual processes and promote electronic/self-service tools  Manage one-off projects as they pertain to specific client issues and products Create Service Quality Reports and use the data to understand and analyze client's payment activities, patterns of client enquiries, opportunities for increasing client's straight-through rates  Advise clients on and assist with incremental account set-up and operational procedures and liaise with Implementations to ensure these account set-ups are correct Manage risk through close attention to client overdrafts, unpaid bills, etc. and escalate risk related issues to appropriate parties as required Record client interactions in case management tool (e.g. calls, issues, proactive communications, etc.)  Participate in and support Payments initiatives as needed

Required qualifications, capabilities, and skills 

Bachelor’s Degree or equivalent, have proven skills in team work and client service experience Fluent written and spoken in English plus at least one Asian language.          Proven client service skills  Good verbal and written communication skills, with proven ability to negotiate  Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role  Demonstrates the ability to manage multiple tasks and prioritize effectively Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures.  Demonstrates cultural sensitivity and awareness  Good excel and PC skills are required  

Preferred qualifications, capabilities, and skills 

A full working knowledge of Payments systems and tools would be an advantage  SWIFT and USD Clearing knowledge would be an advantage