As a Client Service Technology Operations Analyst in Payment Solution Center, you will be part of the passionate and high performing team that supports a diverse product portfolio at the forefront of emerging payments solutions.
The Payments Solution Center provides 24/7 support to clients that leverage digital, end-to-end solutions that help them manage their business and working capital. In this role, you will support the Bank’s internal & external clients utilizing various API based services for payment initiation and reporting, make sure the clients’ inquiries are addressed on day-to-day basis as per business expectations based on the complexity of the issues across multiple products and line of business.
Job Responsibilities
• Work with minimal direction/independently, keeping management informed of progress and escalating issues.
• Own/Manage work queues (phone/email/internal case), required daily tasks and established service level agreements, and troubleshoot and investigate client technical and transactional inquiries.
• Proactive outreach to clients and internal partners to address processing errors or in support of platform changes.
• Safeguard sensitive and/or client Personally Identifiable Information (PII) while ensuring timely escalation and reporting of potential fraud or security breaches as per policy.
• Deliver exceptional client experience, while maintaining all the business requirements including controls, advocating on behalf of client to ensure client needs are met when working with business partners.
• Support the development and maintenance of policies, procedures, and training materials.
• Ensure client satisfaction and confidence in JP Morgan’s service offering, based on Client Satisfaction (CSAT), is at or above departmental standards.
• Occasionally work on weekend occasionally to provide service our clients in different location.
Required Qualifications, Capabilities, and Skills
• Advanced/Specialist/Management/Graduate Diploma or equivalent is required; Fresh graduates can be considered.
• Flexibility to work in a hybrid work environment, across various shifts, and holidays where supported markets are open.
• Intermediate MS Office and standard PC skills with the ability to learn and support digital platforms and products and ability to work in a fast-paced environment, be flexible, follow tight deadlines, organize, and prioritize work.
• Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.
• Able to effectively manage operational risk through adherence to established procedures and controls.
• Effective communication skills, with a proven ability to communicate and interact with various levels and translate complex requirements into simple guidance.
• Professional Mandarin Language skills are required to provide service to our Chinese clients.
Preferred Qualifications, Capabilities, and Skills
• Prior Client Service experienced would be an added advantage.
• Able to maintain awareness of multiple work streams simultaneously and translate complex technical information into simple terms.
• Effective analytical approach and complex critical thinking skills.
To apply for this position, please use the following URL:
https://ars2.equest.com/?response_id=05cfccdbceb797455830efae0c81484d
