Client Operations Analyst - Cebu City, Pilipinas - JPMorgan Chase Bank, N.A.

Paglalarawan

Job Description :

Job Summary:

Our Merchant Support Group is integral in our goal of delivering the best service to our merchants. We are responsible for leading our call center &/or back-office teams.

The Client Ops Analyst is responsible for providing real time assistance as a subject matter expert which will serve as the primary point of contact for each client/merchant assigned to the analys's portfolio of merchants. In addition, this roles partners and collaborates with leadership team in executing various projects and initiatives to improve overall service experience for merchants, stakeholders and our employees.

Job Responsibilities:

• Follows governance document and/or to resolve issue and takes ownership in resolving escalated cases communicated through Leadership Distro.
• Will serve as point of contact via outbound calling &/or email correspondence for each client assigned (if needed)
• Provide general support needs via chat, email, etc. to internal peers and external clients to address complex situations and assist specialists with escalations and serve as point of contact for the segment or function.
• Assist with tickets and handle special projects and tasks as assigned by Management
• Reports gap in procedure and actively participates in procedure change and undertaking
• Reports system issues and coordinates with technology, product owner and assurance teams for solution and escalate any issue that cannot be resolved within pod that creates risk or exposure for the merchant or the bank
• Follow outage procedures during on and off hours
• Coach specialists through various mediums (i.e. huddles, reworks, email, new hire training) if needed and helps with new hire training and upskilling.

Required Qualifications, Skills and Capabilities:

• Excellent verbal and written communication skills
• Must be able to multi-task and be self-directed
• Flexible, easily adaptable
• Ability to provide professional and interpersonal communication when interacting with other
• Self-motivated, works well with minimal supervision, & performs well in a team environment.
• Knowledge of computer software systems such as Microsoft Office, including using and creating spreadsheets and databases

Preferred Qualifications, Skills and Capabilities:

• Strong knowledge of payment processing industry and related procedures and products.
• Must be willing to work overnight & shifting schedule
• Liaise with other areas of the organization in order to provide timely resolution to merchant inquiries
• Ability to work within a Dynamic and fast paced environment
• Demonstrate exemplary team working skills by maintaining a professional, positive and supportive attitude