The Latam Client Service Team is responsible for ensuring that JPMorgan Chase offers the highest standard of Client Service to all TS clients.
The main purpose of this position is 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 Analyst will ensure clients' needs and expectations are formally discussed and analyzed to maintain the agreed quality standards, managing efficiently incoming telephone calls, emails and paperwork relating to account maintenance.
A critical part of the process relies on effective working relationships between others Client Service team members, Sales, Product & Implementation.
In addition, we work closely with a variety of internal functional partners in order to ensure seamless end to end service delivery.
This position also include a role as Implementation Analyst that should manage the implementation process for local accounts based in Argentina, using a tried and tested methodology to deliver a high quality client experience.
Roles and Responsibilities : (include specific functions / tasks / performance objectives but not limited to)
Provide the client with support / information regarding interest claims and billing enquiries
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, client efficiencies and cross sell opportunities
Identify opportunities for product development and enhancement, and process improvements
Eliminate exceptional and manual processes
Manage one-off projects as they pertain to specific client issues and products.
Run 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 Service Portal (e.g. calls, issues, proactive communications etc)
Participate in and support TS initiatives as needed
Act as the single point of contact for the client during implementation and coordinates with appropriate business partners and team members to ensure delivery of products and services within agreed upon timeframes
Build solid working relationships with customers and internal partners
Ensure Client Account opening requests / activities have been subject to appropriate business approval criteria, per JPM credit risk and document control / risk management criteria.
Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes and technologies.
Has defined levels of authority and decision making that affect the outcome and delivery of actual implementation deadlines and milestones.
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
Education / Experience
Graduate of any Business course
Operations / Implementations experience preferred
Knowledge on documentations review (standard and non-standard)
Cash Management and Treasury Services experience / knowledge preferred
Client contact experience preferred
Fluent written and spoken in English and Local Language.
Functional Skills / Knowledge
Proven client service experience.
Cash management / Treasury product knowledge preferred
Keen attention to detail
Strong verbal, written, and interpersonal communication skills, with proven ability to negotiate
Ability to manage multiple tasks and prioritize effectively
Ability to work in a fast-paced environment
Ability to adapt to a changing environment including changes or adjustments to work schedule and overtime
Strong organizational and decision-making skills
Aptitude to learn documentation and risk requirements
Ability to work on multiple applications while working under minimal supervision
Exhibit ability to work effectively in a team environment
Excellent interpersonal skills
Demonstrates cultural sensitivity and awareness
Technical / Application Skills
Proficient in various desktop and internet based applications
Proficient in MS Office Tools : Outlook, Excel and Word