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CIB - Treasury Services - Client Service Officer

Req #: 180011570
Location: Shanghai, 31, CN
Job Category: Investment Banking
Job Description:
The Client Service Officer is responsible for ensuring that JPMorgan Chase offers the highest standard of Client Service to all clients. The principle purpose of the position is to 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 Officer will ensure clients' needs and expectations are formally discussed and analysed to maintain the agreed quality standards. The Client Service Officer will manage incoming telephone calls, emails and paperwork relating to account maintenance.
  • 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 as needed
  • 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
The successful candidate will need to have at least a Diploma, have proven skills in team work and client service experience.
  • Fluent written and spoken in Mandarin and English.         
  • A full working knowledge of Transaction Services systems and tools would be an advantage.
  • 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.
  • Proven client service skills
  • Demonstrates the ability to manage multiple tasks and priorities 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
  • Dual-ability to work effectively as both a team player and alone
  • Good excel and PC skills are required
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