JPMorgan Chase & Co.

Job Description

Access Support team services clients and acts as a liaison with internal operational groups to ensure client transactional inquiries are serviced timely and seamlessly.

As a Client Service Analyst within the APAC Access Support team, you will be responsible for the full client experience with respect to the use and support of treasury web products, including JPMorgan ACCESS, in a Technical Support Help Desk role. You will resolve customer issues and queries in a way that reflects and expresses excellent customer service

Job responsibilities:

• Provide telephone hotline and email support to both internal and external JP Morgan customers.
• Deliver high-quality assistance with a focus on Payments products and technical applications.
• Coordinate with support functions and other business units to ensure timely and satisfactory responses to customer inquiries.
• Conduct webinars and remote client support sessions on the JPMorgan Access platform.
• Assist in meeting departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) through phone and non-phone support.
• Facilitate the transition of new hires to the production floor.
• Demonstrate discipline, commitment, and high performance standards by continuously enhancing knowledge and skills to effectively represent the bank.
• Participate in ad-hoc initiatives aimed at improving quality, creating efficiencies, or enhancing the client experience.
• Identify, recommend, and implement opportunities for process improvements.

Required qualifications, capabilities, and skills:

• Strong verbal and written communication skills in English and Mandarin/Cantonese.
• Business-level proficiency in Mandarin/Cantonese is essential, alongside fluent English.
• Minimum of 2 years of experience in customer service, product support, or technical support within a call center environment.
• Proficiency in Windows LAN/PC environments and systems.
• Familiarity with web-based and browser-based applications and technologies.
• Strong analytical and problem-solving abilities.
• Ability to prioritize tasks, manage multiple responsibilities, and work effectively under pressure in a team setting.
• Proficient in various desktop and internet-based applications.
• Self-motivated and capable of working with minimal supervision.
• Willingness to adjust work schedule to support the APAC shift.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.