About J.P. Morgan Corporate & Investment Bank
J.P. Morgan's 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.
Key objective of the job
Banking Operations Transactional Support team is responsible for ensuring that JPMorgan Chase offers the highest standard of service to all clients, external and internal. The principal purpose of the position is to act as a central point of contact for the client, ensuring all customer service-related tasks are completed promptly with a high degree of quality and efficiency. The Transaction Support Representative) will focus on resolution of all cash and account investigations and issues, identifying and resolving workflow issues and on ensuring clients’ needs and expectations are formally discussed and analyzed to ensure that agreed quality standards are maintained .
Roles & Responsibilities – include specific functions/ tasks/ performance objectives
* Field incoming inquiries from the product/segment classified client channels, such as phone; fax; email; mail as it relates to Treasury Services related products. Inquiries normally fielded by the Transaction Support staff are
o Clients unable to apply debit/credit posted to their account; Beneficiary bank unable to apply funds
o DDA balance/settlement/funding/fee inquiries
o Check Verification, etc
* Adhere to the policy, procedures and standards as governed by ISO, Risk and Compliance standards
* Ensure the prompt resolution of all customer queries while ensuring the client experience is world class.
* Investigate and resolve generic issues that generate escalated enquiries
* Assist Relationship Managers with queries on customers’ accounts (e.g. following up on old queries or updates, escalations, etc.)
* Liaise with Relationship, Product and Operations Managers regarding service issues. Liaise with Implementation and Product/Relationship Managers to ensure new customer set up is correct. This includes the submission of the appropriate job via Deal Manager, APS, Quick Kill. The service representative will own these inquiry types from end to end to ensure timely resolution and notification to the account owner/inquirer.
* Identify clients calling for balances, transactions data and for manual payments in order to offer them the use of Electronic delivery products or VRU, and discuss the benefits with them for self-serve.
* Investigate and inform senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)
* Track all inquiries received into the service center regardless of channel in the case tracking tool Service Portal.
* Prioritize responsibilities to ensure individual goals and objectives are met as defined in the scorecard .
Essential Skills & Experience -- include specifics regarding academic/ professional qualifications (e.g. degree, university, results), # yrs total and # yrs relevant work experience, relevant employers, relevant experience (nature of work/ job functions)
* Graduate with Minimum 2 years – International Payment Processing Operations or Fresh
* Graduates with good academic record.
* Experience and a working knowledge of various aspects of International Payment Processing Operations. 2 years of experience in a back office operations/call center of a reputed foreign bank or its processing arm/private sector bank/public sector bank as a supervisor would be beneficial.
* Working Knowledge of SWIFT & international payment conventions & practices is preferable.
* Excellent communication skills (verbal and written) with emphasis on banking terminology
* Demonstrate listening skills and ability to utilize probing questions to accurately assess inquiry or request
* Ability to work in a fast-paced environment and an adaptability to change
* Strong problem-solving and decision-making skills
* Exhibits ability to work effectively in a team environment
* Proficiency in MS Windows and Office with the ability to work with multiple applications at the same time
Key Performance Indicators
* Customer Satisfaction
* Quality
* Average Handle Time
* Attendance , etc.
Hours of Work / Shift Timings
* Fully-staffed: Monday-Friday, 8:00 AM ET – 8:00 PM ET.
* This is night shift job
**Job:** **Other*
**Organization:** **CORPORATE & INVESTMENT BANK*
**Title:** *CIB - Transaction Processing Spec - Operations Analyst - Mumbai*
**Location:** *IN-MH-Mumbai-Paradigm Tower / 04079*
**Requisition ID:** *160100533*