hireejobs
Hyderabad Jobs
Banglore Jobs
Chennai Jobs
Delhi Jobs
Ahmedabad Jobs
Mumbai Jobs
Pune Jobs
Vijayawada Jobs
Gurgaon Jobs
Noida Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Access Support - Analyst

2.00 to 0.00 Years   Mumbai City   03 Aug, 2022
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    About JPMorgan Treasury Services The Treasury Services ( www.jpmorganchase.com/ts ) business of JPMorgan Chase is a top-ranked, full-service provider of innovative payment, collection, liquidity and investment management, trade finance, logistics, commercial card and information solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide. With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the worlds largest providers of treasury management services. Key Responsibilities: Global Client Access Access Support provides high quality technical support via telephone and e-mail for customers using Electronic Banking (EB) services. Technical Support Specialists act as the primary technical contact for all EB customers within Treasury Services Global Client Access and escalation of all unresolved problems/potential risk to second level support. The Electronic Banking Specialist is also responsible for performing routine daily tasks and participating in special department projects. Languages supported are English, Mandarin, Cantonese, and Japanese. Provide day to day assistance to line manager with supervision and guidance of Client Service Representatives, emphasizing on delivering a high level of client and team satisfaction. Coordinate daily workflow processes and monitor productivity to ensure the department meets or exceeds key performance goals. Promptly and accurately respond to escalated client requests/inquiries including those outside normal guidelines ensuring they are escalated upward to the appropriate channels minimizing risk and exposure to the business. To meet these demands, you will focus on understanding the firm s service policies, systems and legal compliance regulations as well as have an in-depth knowledge of our products and services. Participate in the review and development process as well as providing ongoing coaching.To include but not limited to:
    • Provide2nd level telephone hotline support and email enquiry support to JP Morgan customers for 8hrs on a daily basis.
    • Maintain high level of proficiency in TS products and technical applications
    • 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
    • Resolve customer issues and queries in a way that reflects and expresses excellent customer service. Provide professional, courteous, and client focused technical and procedural telephone support to clients for web and PC based treasury/cash management products and services
    • Log and manage calls into the support call tracking system. Document client technical support information, including client configuration changes, troubleshooting information, problem resolutions, sensitivity issues, and security concerns, for all client interactions
    • Take ownership and ensure prompt follow through on all client interactions to ensure complete resolution. Provide information on identified client issues or product deficiencies for escalation to product management partners.
    • Liaise with support functions and other business units to ensure the customer receives satisfactory responses in a timely manner
    • Ensure all unresolved problems are escalated in accordance to instructions held on Policy & Procedure website
    • Provide webinar/ remote client support on JPMorgan Access platform
    • Ensure all complaints are escalated appropriately, leveraging the sensitive client process. Be the point person to facilitate resolution of the more complex or sensitive client issues
    • Familiarization and testing of new product and platform releases prior to releasing to clients. Partner with TS Technology to participate in User Acceptance Testing for new product and program initiatives.
    • Ensure adherence to all departmental Quality Criteria, Policies and Procedures and Performance standards
    • Ad-hoc initiatives to improve quality create efficiency or improve client experience.
    • Proactively seek opportunities to apply creative and innovative solutions in a way that demonstrates independent action, leadership and timeliness to achieve goals.
    • Supports and collaborates with colleagues and customers by sharing ideas, leveraging resources, and building on the expertise and strengths of others in order to optimize results
    • Provide support as needed to production (phone and/or non-phone) to ensure departmental Key Performance Indicators and SLAs are met as set forth; assist with the transition of new hires to the production floor
    • Demonstrates discipline, commitment and high standards of perform ance by enhancing knowledge and skills to positively represent bank
    • Maintain the integrity of departmental policy and procedures as they are documented in Quality Databases
    • Investigates and inform senior management of potential processes that could reduce exposure/risk
    • Prioritize responsibilities, with top priority being eliminating call or email queuing to ensure departmental metric goals are met
    • Identify, recommend, and implement process improvement opportunities
    • Act as a Coach to Tier 1 agents. Provide structured On the Job Training for newly hired agents, or agents recently trained on new products.
    • Recommend and facilitate implementation of modifications to training curriculum.
    • Identify optimal training opportunities and assume responsibility for roll out of needed training initiatives
    • Monitors RTA and utilizes judgment in managing capacity versus volume
    • Assess daily deliverables and call patterns to prioritize tasks and direct staff appropriately.
    • Provide daily performance feedback to the tier 1 agents as well as contribute input to agent s annual and semi-annual performance reviews.
    • Acts as a back-up for TSG managers supervising teams of agents and participating in new product and process planning meetings
    • Draw upon extensive knowledge of TSG products and procedures to provide content review of Policy & Procedures and ensure accuracy of and agent adherence to internal procedures.
    Key Skills/ Requirements
    • Effective time management and organizational skills
    • Proficient in various desktop and internet based applications
    • Strong verbal and written communication skills English, Mandarin, and Cantonese
    • Excellent interpersonal skills
    • 2 years or more customer service/ product support/ technical support experience in a call center environment
    • Technical proficiency in Windows LAN/PC environments and systems, and in web-and-browser based applications and technologies
    • Strong analytical and problem solving skills
    • Flexibility to support adjustments to work schedule within the APAC shift
    • Ability to quickly adapt and learn new products and technologies
    • Ability to work in a fast paced performance driven environment
    • Ability to prioritize, handle multiple tasks and work under pressure in a team environment
    • A self-starter who does not require close supervision
    • To be able to mentor the employees
    ,

Keyskills :
new hireson thetraininguser acceptance testing

Access Support - Analyst Related Jobs

© 2019 Hireejobs All Rights Reserved