International Client Service Analyst

Job Description :

International Client Service Analystis part of the centralized Commercial Banking International Service (CBIS) team, which fulfillsclient request received by the relationship teams & clients across the United States and partners withCB'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.

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
• 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

Required qualifications, skills, and capabilities:

• College degree preferred, and / or 4+ years of experience in client service, hospitality, operations, technology, sales or portfolio management. Financial services experience is a plus
• Understanding of international money movement and knowledge of international payments and receivables products and solutions
• Time management and prioritization skills
• Collaborating and Influencing
• Change Management
• Relationship Building
• Process Improvement