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Specialist I – Retail Customer Service (UAT)

Job Description

 

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 www.jpmorganchase.com.

 

 

Our Customer Service Organization provides exceptional customer service to our retail and credit card customers with a broad array of products and

services.

 

Retail Customer Service provides services related to inbound telephone banking customer care services. We are responsible for providing a broad array of products and services including but not limited to general consumer banking inquiries, account maintenance, card replacement, address change, pending transactions, online/mobile banking, and fee inquiries/disputes.

 

We have opportunities for Specialist I positions in our Retail Customer Service group.

 

We are looking for individuals with the following skills:

 

Key Competencies

 

Customer Focus

  • Take ownership of each customer while empathizing and prioritizing customer needs
  • Resolve conflicts and manage customer expectations
  • Determine customer needs and provide appropriate solutions through relationship building

Communication Skills

 

  • Effective verbal and written communication with both external and internal customers
  • Document customer account activities thoroughly and concisely
  • Engage in interactive dialogue with customers through active listening

Problem Solving Skills

  • Approach problems logically and with good judgment to ensure the appropriate customer outcome
  • Make appropriate decisions on behalf of the customer quickly and effectively
  • Effectively prioritize work to ensure efficiency
  • Conduct research as needed

Analytical Skills

  • Critical thinker and ability to exercise independent judgment
  • Accuracy and attention to detail
  • Required to abide by all applicable regulatory and department practices and procedures

Computer Skills

  • Familiarity with multiple browsers, multiple tabs, window navigation and instant messenger tools
  • Fluency in Windows Operating Systems and Microsoft Office tools

Training Schedule:

 

Formal paid training will take place dependent on the training requirements for the position and days and times of the training may vary. Specific information will be provided by the Recruiter.

 

Work Schedule:

 

Work schedules will vary. Candidates must be willing to work schedules during our operating hours, which include evenings and weekends. Specific information will be provided by the Recruiter.

 

Our team members are dynamic. They seek opportunities to take initiative,

adjust quickly to change, have a positive attitude, and take responsibility for

results. They are able to deliver a great customer experience, even when

handling challenging situations by offering customers alternative solutions

and enhanced products.

 

JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer,

M/F/Disability/Veteran

 

IJP Eligibility Requirements:

12 months tenure in current role and job level
Outside the Prescriptive Period for a Suspension case at the time of the application
Not in any PIP or within the cleansing period
Meeting satisfactory performance standards
Req #: 180058097
Location: Cebu, 07 PH
Job Category: Customer Service
Employment Type: Full Time
Potential Referral Amount: 10000 Philippine Peso (PHP)

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Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.

The firm invites all interested and qualified candidates to apply for employment opportunities.

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