CIB - Client Service Analyst - Client Training, Team Leader - Manila

4 Monate
Diese Position ist möglicherweise abgelaufen!

Jobübersicht

JPMorgan Chase

Arbeitsbeschreibung


JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.5 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing and asset management.
It began operations in the Philippines in 1961 with a representative office. Since then, the firm has expanded its presence into a fully integrated franchise, comprising Investment Banking, Treasury and Securities Services, Equity Sales and Research as well as foreign exchange and fixed income trading operations. JPMorgan Chase & Co. has a number of legal entities operating in the country, including the Manila Branch of the bank, which has a commercial banking license as well as a derivatives license, and a securities company with a seat on the Philippine Stock Exchange.
JPMorgan Chase & Co. launched its Global Service Center in Manila in 2005 and in Cebu in 2010, to provide a wide variety of strategic support including analytics, finance and accounting voice-based services, transaction processing and other functions to its affiliates around the world.
Information about JPMorgan Chase & Co. is available at http://www.jpmorganchase.com/
About J.P. Morgan Corporate & Investment Bank
J.P. Morgan Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $18 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

Job Description

Client Trainers will assess client training needs, develop learning plans, schedule and deliver training for all products and services that GCA supports.  The Client trainer will deliver training via multiple delivery channels (eg., telephone, webinar, etc.).  The Client Trainer will be required to have subject matter expertise across all supported products and will attend any and all uptraining that occurs across the business.               


POSITION RESPONSIBILITIES 


1.

Client trainers will receive training requests and questions via multiple channels.  The client trainer will ensure that all online documentation and outbound / inbound calls are completed within guidelines and according to the established SLAs and goals.


2.

Client trainers will be required to update the systems of record (multiple systems) to ensure that the actions taken are clear for other areas that might access the records to further assist clients now or in the future.


3.

Client trainers will develop learning plans for our clients that are tailored to their unique needs.  The planning will encompass ensuring that all necessary technology, entitlement and systemic requirements are appropriate and complete in order to deliver training in a manner that is chronological and timely. Client trainers will also ensure that client questions are identified in the training session(s) and that all efforts to build confidence in usage are employed.


4.

Training delivery method will vary depending on client needs. 

  • One on one telephone training is typically offered to newly on boarded clients who need a more customized session to work with, require training on multiple products during the same session and want to view their actual company files and data.
  • Webinars are live facilitator-led web conferences. These forums are offered on a weekly basis. The standard presentations include question and answer sessions to allow full participation between the audience and the presenter.

5.

Client trainers will participate on project teams or in material development efforts based upon several criteria. Client trainers must first meet any and all stated productivity goals and maintain error rates in order to participate in projects.  Projects will be assigned based upon either a developmental need or to build upon existing subject matter expertise.


6.

Client trainers will be held accountable for ensuring that client satisfaction and confidence in our products are at or above departmental goals.  Toward that end, Client Trainers will participate in process improvement efforts specific to: developing their own skills and competencies; improving the process or chronology in which training is delivered; improving the materials or delivery channels utilized for delivery of training to our clients.


7.

Client Trainers must quickly assess and resolve issues. This includes escalating concerns when appropriate and ensuring that any and all follow up for unresolved inquiries or issues occur in a timely fashion.


8.

Client Trainers will interface with external clients (newly on-boarded; existing; existing clients/new users; existing clients/new products) as well as internal clients across a wide range of levels (eg., CSOs, Implementation Consultants, VPs, Sr VPs, etc.).  Client Trainers will be responsible for ensuring all communications, both written and verbal are accurate, comprehensive and professional.


9.

Client trainers will be responsible for ensuring that incoming calls are answered and queries resolved based upon departmental SLAs and goals. 


10.

Client trainers will be accountable for providing communicating regularly with the content design team to ensure materials remain current and appropriate for delivery media.


JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/Disability/Veteran.

Qualifications:

  • 1+ year of training delivery experience and/or the ability to deliver complex information in a simple, and logical manner (eg., walk through, test resolution).
  • At least two years of Call Center experience

  • Strong level of attention to detail, ability to multitask and customer focus

  • Intermediate to expert knowledge of all MS Office Products

  • Excellent presentation skills

  • Strong business/cash management, product and process knowledge.

  • Excellent organizational and time management skills

  • Excellent problem resolution skills

  • Solid history of being a collaborative business partner whose primary focus is what is best for the client

  • Ability to  work with little supervision

  • Good consultation and analytical skills

  • Results oriented

  • Excellent quality results (accuracy, problem resolution, interpersonal skills) as measured by internal quality program and / or external satisfaction results.

  • Exceptional written and oral communication skills.


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