J.P. Morgan Payments is among the world’s largest, most trusted and innovative full-service providers in one of the most dynamic and rapidly transforming spaces in financial services. In addition to providing international cash management, liquidity, commercial card, FX, escrow solutions, merchant services and trade finance, we continue to invest in future-growth initiatives, such as blockchain, AI & ML, as well as form partnerships with rising fintechs to expand our client base and product offerings.

Boasting more than 135,000 clients in over 180 countries, J.P. Morgan Payments offers specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform, integrated client service model and network of operational centers enable J.P. Morgan Payments to deliver a consistent set of services to clients no matter where they are across the world.

As a Client Service officer, you will maintain and enhance best in class Client Service and build relationships with Corporate clients and correspondent banks in the region. To have knowledge of Trade Finance products such as: Standby LCs, Commercial LC products, Collections, Bank Guarantees, Bank to Bank Reimbursements, FI Loans and Supply Chain financing.

A successful candidate in this role will act as the Client’s trusted service provider and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.

This role within the Global Trade Client Service Organization required to enhance and improve the overall client experience in the Asia region. This role will act as point of contact for stakeholders i.e, Correspondent bank, Trade Sales, Banker, Operations and CSAM(Client Service Account Manager). The incumbent will work closely with Operations and Front-office managers in the Asia region as we build out support for the Asia region.

Responsibilities:

  • Handle Client inquiries during the life cycle of transactions
  • Building relationships with the Operations staff
  • Ensure transactions are timely processed based on client SLA and client expectations are managed
  • Help LC/SBLC text review coordination with Ops/Advisory
  • Chase for approvals and internal clearances, when require
  • Ensure to reply all client inquiries within SLA and reporting of cases in Client service application timely. (both email and Phone inquiries)
  • Adherence to Standard operating procedures applicable for client service procedures.
  • Reporting of outstanding transactions with clients for closure.
  • Escalate client concerns and any issues to Sales, Branch Operations Manager for solutioning.
  • Support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)
  • Understand Clients’ business to predict their needs and provide appropriate solutions
  • Promote use of self-service digital tools to reduce number of Client inquiries
  • Promote sharing of experience and best practice across the Service team
  • Participate in and support Global Trade Finance initiatives
  • Develop internal partnerships (e.g. Sales, Operations, Product, Risk & Compliance.
  • Identify and escalate potential risk associated with Client activities
  • Participate & Present in client events

Qualifications:

  • Advanced/Specialist/Management/Graduate Diploma or equivalent
  • Fresh graduates are welcome; working knowledge of Trade Finance products and services offered would still be an advantage
  • Capable of delivering exceptional performance under pressure
  • Strong focus on client satisfaction and the building of excellent relationships with our customers
  • Comfortable working within tight deadlines
  • Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization
  • Ability to develop and mobilise internal networks and resources
  • Ability to effectively use and manage multiple systems
  • Proficiency in written and spoken Mandarin preferred to support Mandarin speaking clients