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.
The Commercial Banking Service Center provides support nationally to our clients as well as internal Service partners for routine operational inquiries and issues.
As a Client Service Manager , you will be working in Commercial Service Center and will report to a Sr. Client Service Manager. You will be responsible for overall day-to-day management of Client Service Specialist on the Commercial Bank Client Service Phone Team. Management responsibilities include: Performance Management, Employee Development, Training and Staff Readiness. Core functional responsibilities and expectations include but are not limited to the following:
Observe and ensure Client calls are handled and requests/issues resolved in a timely fashion according to policy.
Perform QC testing of incoming calls for each employee.
Handle escalated issues.
Conduct service case analysis and update Scorecards on a monthly basis.
Ensure adherence to policy, procedure and regulatory expectations.
Ensure Business Manager Passwords are changed monthly.
Identify specific training needs for each CSS to further their skill set development.
Take incoming calls from Commercial Bank clients for account inquiries, transaction requests and account maintenance requests. In addition, handle calls from clients who opt out of their dedicated CSA's voicemail.
- Investigate and resolve generic and complex issues.
- Assist Client Service Analyst, Associate and Sr. Associate with inquiries on clients’ accounts (including follow up and escalations).
- Must be able to efficiently utilize technology to capture and fulfill client’s requests in appropriate systems.
Evaluate staff performance and provide feedback via informal and formal discussions monthly.
Ongoing Coaching and training.
Manage and/or escalate performance issues and work with Human Resources to properly document issues/warnings.
Interview and hire new CSS.
Manage team vacations and training to ensure sufficient coverage.
Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings.
Excellent verbal and written communication skills
Strong leadership and management abilities; must be able to think strategically
Ability to build and lead effective, diverse teams
- Ability to work in a collaborative work environment and being part of a team.
Planning and executing short- and long-term projects
Strong time management skills and ability to handle competing priorities
Ability to adapt to a rapidly changing business and technology environment; must be a change leader
Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
Disciplined approach to managing and acting upon key reports and audits
Excellent judgment and decision making skills
Must have a strong ability to communicate clear, consistent messages via email with clients and internal partners
Required Experience and qualifications:
Bachelor’s degree strongly preferred not required and 5 years equivalent work experience in customer service
Minimum of 2 years management experience
A self-starter who does not require close supervision
Intermediate level of PC skills including Word, Excel and PowerPoint
Ability to work with large data, ability analyze and present data interpretations
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