JPMorgan Chase CIB – Treasury Services – Client Services - ASSOC in Tokyo, Japan

CIB – Treasury Services – Client Services - ASSOC

Description

Description

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.

PRINCIPAL RESPONSIBILITIES

  • 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

Qualifications

Qualifications

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

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: 170030252