JPMorgan Chase CIB – Treasury Services – Client Services - ASSOC in Tokyo, Japan
CIB – Treasury Services – Client Services - ASSOC
Treasury Services (TS) - the world's largest cash management provider - moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments, and information services that help companies manage working capital and liquidity.
The Client ServiceAccount Manageris responsible for ensuring that JPMorgan Chase offers the highest standard of Client Service totop-tierclients.They receive inquiries from customers in need of information, service assistance and problem resolution. They ensure that issues are addressed appropriately, accurately and in a timely fashion.The Client ServiceAccount Managerwill ensure clients' needs and expectations are formally discussed and analyzed to maintain the agreed quality standards. The Client ServiceAccount Managerwill manage incoming telephone calls, emails and paperwork relating to account maintenance.
Participates on a team of Account Managers typically assigned to support Top Tier client where focus is to protect and grow the client relationship
Act as a dedicated client service support and the primary escalation for complex transaction queries of assigned clients and lower tiered clients
Interfaces with selected clients & internal service partners to advocate client needs and solutions
Uses thorough product knowledge to resolve unique or challenging client issues and conduct root cause analysis
Knows the client's business and internal workflows; identifies ways to streamline workflows to m i tigate risk.
Proactive consultation and advisory to top-tier clients to prove value addition to achieve client satisfaction
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
Solicit and guide clients on self-service tool
Support clients with reporting and payment formatting on H2H, ACCESS, SWIFT
Conduct client trainings/seminars
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.
Create and maintain Client Profiles and execute annual Client Service Plan
Periodic client on-site visit to discuss service matters, changes and opportunities
Identify opportunities for product development and enhancement, and process improvements
Eliminate exceptional and manual processes
Record client interactions in Service Portal (e.g. calls, issues, proactive communications etc)
May also support ad-hoc CS related projects
Ensure risk/compliance guidelines are followed at all times
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 Japanese and English.
Atleast 4 year’s experience in customer service or front office role, preferably with strong exposure to FI/NBFI, Multinational Corporates or Commercial Banking for this role
A full working knowledge of Transaction Services systems and tools would be an advantage
In-depth cash management and industry knowledge
Able to provide quality services in a high inquiry volume environment
Accuracy and ability to follow through
Ability to work independently and meet set metrics
Good inter-personal and relationship management skills
Good communication and influencing skills
Excellenttelephone manner and email etiquette
Proven client service skills to meet the quality of local requirement
Demonstrates the ability to manage multiple tasks and prioritize effectively
Demonstrates cultural sensitivity and awareness
GoodExcel, PowerPoint,and PC skills are required
Job Customer Service
Primary Location JP-13-Tokyo-Tokyo Building / 31001
Organization CORPORATE & INVESTMENT BANK
Job Type Standard
Shift Day Job
Req ID: 170030252