JOB DESCRIPTION
Welcome to JPMorgan Chase. Are you looking for an opportunity to work in Payments team? You have found the right team.
Job summary:
As a Client Service Analyst in the Payments team at JPMorgan Chase, you will be responsible for various customer service and relationship management activities, as well as operational controls for an assigned portfolio of clients. In this role, you will serve as the primary point of service contact for each client within your assigned portfolio. The assigned client portfolio may be comprised of operating transactional accounts and complex treasury products. This role will act as the 1st point of escalation from the Corporate Client, Correspondent bank, Corporate Client Service team and the CSAM team located within the local branches.
Job responsibilities
- Manage Client queries, building relationships with the Clients and Internal Stakeholders. Manage FI Clients and ensure the local guarantee are timely processed by the foreign bank and Help streamlining text review coordination with Advisory
- Chase approvals and Track the Operations turnaround times with Operations/ FI payments for correspondent bank charges and Coordinate escalated issues, both operational. Be the first point of escalation for billing requests for 2nd advising bank and counter guarantee and support the billing governance team of supporting our collection of JPM charges
- Trace principal under clean documents where JPM has not confirmed and confirmed the LC and has not been paid, look at correspondent bank where JPM has an account with to speed up the reimbursement process. Ensure support the operation workflow to resolve refusals, disputes, problematic transactions, unclear instruction from FI via 799 etc. and also, build a library with foreign bank credit line with JPM Chase. Along with above, should have through knowledge in Fixed Income Marketing, RMA requests, CIF updates, Updating routing guides
- Analyze customer behavior. Keep a track on Number of refusals, discrepancy trends, response time, past due fees, cx (complaints, compliments)
- Report outstanding transactions with clients, escalate client concerns and any issues to Sales (i.e., encryption emails)
- Streamline processes in line with Trade priorities and feed into relevant improvement channels, analyze 799 data to influence FIs to use structured messages to speed up the process and support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)
- Understand clients’ business to predict their needs and provide appropriate solutions. Assist in developing and executing strategic client plans, promote use of self-service tools to reduce number of client inquiries and analyze payment and associated activities in order to identify efficiencies and cross sell opportunities. Promote sharing of experience and best practice across the Service team, participate in and support Global Trade Finance initiatives, identify opportunities for product development and enhancement
Required qualifications, capabilities, and skills
- Relevant Bachelors/ Master’s degree
- Minimum 5 years of experience
- Excellent planning and organization skills, comfortable working within tight deadlines. Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization
- Ability to develop and mobilize internal networks and resources, ability to effectively use and manage multiple systems
- Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services), Identify and escalate potential risk associated with Client activities
- Record all client interactions (e.g. calls, meetings, issues, proactive communications), Escalate client concerns and any issues to Sales (i.e., encryption emails)
- Participate & present in client events, Conduct client training with Sales & Product teams
- Manage and lead teams
- Proactively reach out to platinum clients. Develop, maintain and broaden partnerships with Clients
Preferred qualifications, capabilities, and skills
- Product knowledge preferable, proven leadership skills and capable of delivering exceptional performance under pressure. Strong focus on client satisfaction and the building of excellent relationships with our customers
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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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.
