International Client Service Associate is part of the centralized Commercial Banking International Service and Onboarding (CBISO) team, which fulfills client request received by the relationship teams & clients across the United States and partners with CB's in-country teams located throughout the globe.
As a Client Service Analyst within CBIS, you are a trusted member of the client's service team, and each interaction you have is another opportunity for us to enrich their experience with J.P. Morgan. In this role, you will assist clients with their global banking needs and support them with Treasury products and services that they use to manage their business. If you are driven by the need to exceed client expectations and enjoy the camaraderie of a diverse, proactive team, we want to meet you. The right relationship is everything.
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Daily responsibilities include but are not limited to frequent interaction with external clients and internal partners, working with various areas of the bank for client resolution, opening and monitoring cases in the case management tool, following up on requests, and occasional telephone communication. Written communication through email is essential between clients and internal partners at all levels of the firm. In this position you will be responding to a multitude of queries from simple transactional items through treasury product maintenance and more complex problem solving queries from clients and internal partners and will resolve through your research and communicate mostly through email. You will be expected to adhere to all departmental and Commercial Banking guidelines. Core functional responsibilities and expectations include but are not limited to the following:
Job Responsibilities:
- Achieve best in class CSAT results by delivering extraordinary client service,
- Fulfill transaction-related requests including but not limited to high-value and low-value payments research & investigations and any related payment inquiries for International Accounts,
- Actively listen and identify the client's needs via e-mail and or phone while tactically executing solutions on their behalf,
- Follow established policies, practices and procedures and provide feedback for improvements,
- Utilize product knowledge and understanding of differing country payment requirements and the firm's payment systems to action and resolve requests appropriately,
- Act as a consultant, guide them through the process each step of the way and educate them on the self-serve opportunities that exist,
- Prioritize daily workload to maximize productivity utilizing time management and organizational skills,
- Build and strengthen trusting relationships with internal partners and clients to facilitate an ease of doing business,
- Project a confident and professional presence to our clients and internal partners,
- Develop growing knowledge of commercial treasury management products and services
Required qualifications, capabilities and skills:
- Understanding of international money movement and knowledge of international payments and receivables products and solutions
- Passion for delivering a consistent, stellar client and partner experience
- Comfort in a fast-paced, dynamic, client-facing environment
- Effective time management skills, including the ability to prioritize, work under pressure, and meet tight deadlines
- Excellent verbal and written communication skills, with the ability to tailor your message to the audience and use clear and concise language
- Curiosity and patience in analyzing product complexities when addressing client concerns
- Strong interpersonal and influencing skills, helping you to establish credibility and partner with colleagues
- Time management and prioritization skills
- Collaborating and Influencing, Relationship Building
- Change management and process improvement
Preferred qualifications, capabilities and skills:
- College degree preferred or minimum of 4 years of experience in client service, hospitality, operations, technology, sales or portfolio management.
- Financial services experience
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
Commercial Banking is focused on helping our clients succeed and making a positive difference in our communities. We provide credit and financing, treasury and payment services, international banking and real estate services to clients including corporations, municipalities, institutions, real estate investors and owners, and nonprofit organizations.
Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.