CIB Treasury Services - Client Service Specialist (Japanese Speaking) - Analyst CIB Treasury Services - Client Service Specialist  …

in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
in Singapore, Singapore, Singapore
Permanent, Full time
Be the first to apply
CIB Treasury Services - Client Service Specialist (Japanese Speaking) - Analyst
About JPMorgan:

JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients. If you're interested in working in an environment where leadership, excellence, integrity and diversity are among our core principles, then, explore opportunities at JPMorgan Chase.

JP Morgan Treasury Services moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments and information services that help companies manage working capital and liquidity. We are looking to recruit Client Service Officers who are keen on providing quality services to our clients by handling day-to-day client inquiries proficiently and professionally, by phone and by email.

Department Summary:

The APAC Solution Center offers best in class service to our Treasury Services corporate and financial institution clients. We are the first line client service team interacting with our clients via phone and email.

Role Description (to include but not limited to):

• Responsible for providing prompt and value-added inquiry services and solutions for JP Morgan Treasury Services clients
• Handle day-to-day client inquiries and requests relating to their accounts and transactions
• Take ownership in pending cases by following-up closely and providing proactive updates to clients
• Ensure risk/compliance guidelines are followed at all times while meeting client needs
• Identify and escalate issues in a timely manner
• Coordinate/Follow-up with internal partners
• Gather and compile information eg. interest setup/rates, account list, pulling of account statements, payment cutoff time, etc

Key Accountabilities/Major Responsibilities:

• Client Satisfaction
• Resolve phone and written inquiries from clients and internal partners
• Log, track all incoming work into tracking system on real time basis
• Ensure first call resolution
• Provide client updates on unresolved cases
• Provide a high standard of client service. Ensuring that all client inquiries are resolved to their satisfaction through intensive partnership with other departments locally and globally.
• Client Intimacy
• Advise immediate manager, Client Service Account Manager, and Client Advocacy of any potentially damaging relationship and operational deficiencies
• Managing Risk
• Escalate any issues in a timely manner
• Obtain exceptional item approval where appropriate
• Recommend updates to Procedures Manual

General Knowledge and Experience Required:

• Excellent command of English and Japanese
• Previous experience in a cash management role, with understanding of various aspects in clearing such as SWIFT, RTGS and GIRO and cash management products such as Time Deposit, FX and Sweeping
• Previous experience in client service / call center environment preferable
• Excellent verbal and written communication skills
• Enjoy investigating client inquiries in an efficient and accurate manner
• Able to provide quality services in a high inquiry volume environment
• Detail-oriented
• Accuracy and ability to follow through
• Ability to work independently and in a team

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