Payments Client Service Officer

1 week ago

Kuala Lumpur, Malaysia JPMorgan Chase & Co Full time

**JOB DESCRIPTION**
As a Client Service Officer in Payments, you will be responsible for managing key client relationships, acting as the in-country point of contact ensuring all client service related tasks are completed promptly.

**Job responsibilities**
- 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 to improve client experience and process efficiencies
- Provide the client with support/information regarding interest claims and billing enquiries
- Eliminate exceptional and manual processes and promote electronic/self-service tools
- Manage one-off projects as they pertain to specific client issues and products
- Create 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 case management tool (e.g. calls, issues, proactive communications, etc.)
- Participate in and support Payments initiatives as needed

**Required qualifications, capabilities, and skills**
- Bachelor’s Degree or equivalent, have proven skills in team work and client service experience
- Fluent written and spoken in English plus at least one Asian language.
- Proven client service skills
- Good verbal and written communication skills, with proven ability to negotiate
- 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
- Demonstrates the ability to manage multiple tasks and prioritize effectively
- Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures.
- Demonstrates cultural sensitivity and awareness
- Good excel and PC skills are required

**Preferred qualifications, capabilities, and skills**
- A full working knowledge of Payments systems and tools would be an advantage
- SWIFT and USD Clearing knowledge would be an advantage

**ABOUT US**

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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**

The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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