APAC Trades – Client Service Analyst

APAC Trades Analyst

JP Morgan Treasury Services moves, concentrates, and invests client funds, while providing trade finance and logistics solutions. We are seeking to recruit an APAC Trades Analyst who is committed to delivering high-quality service to our clients by efficiently and professionally handling day-to-day inquiries via phone and email.

As a Client Service Analyst within APAC Trades, you will service internal and external clients across all Trades business lines through phone and email. You will be addressing and resolving client inquiries, performing email verification tasks to ensure the integrity and security of communications, and maintaining a high standard of professionalism in all interactions.

Job Responsibilities

• Provide support via email and telephone hotline to both internal and external JP Morgan customers regarding their accounts and transactions.
• Maintain a high level of proficiency in Trades products and technical applications.
• Resolve customer issues and queries with a focus on delivering excellent customer service.
• Collaborate with support functions and other business units to ensure timely and satisfactory responses to customer inquiries.
• Contribute to managing overall service levels for phone and email communications.
• Take ownership of complaints, ensuring they are escalated appropriately using the sensitive client process.
• Escalate unresolved problems in accordance with the Policy & Procedure guidelines.
• Participate in ad-hoc initiatives aimed at improving quality, creating efficiency, or enhancing client experience.
• Perform email verification to ensure the integrity and security of communications.

Required Qualifications, Capabilities and Skills

• Excellent verbal and written communication skills.
• Minimum of 2 years of customer service or product support experience in a call center environment.
• Strong analytical and problem-solving abilities.
• Flexibility to adjust work schedule within the APAC shift.
• Ability to prioritize tasks, handle multiple responsibilities, and work under pressure in a team setting.
• Self-starter with minimal supervision required.
• Quick adaptability to learn new products and technologies.
• Detail-oriented with thorough review skills and follow-through to resolution.
• Proficient in various desktop and internet-based applications.
• Knowledge of Trades products is a plus.