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Mexico Client Service Senior Associate

hace 2 semanas

Ciudad de México, Ciudad de México JPMorgan Chase A tiempo completo

As a Mexico Client Service Associate in the Payments team, you will act as an escalation contact, ensuring all client service-related tasks are completed promptly with a high degree of quality and efficiency. You will ensure clients' needs and expectations are formally discussed and analyzed to maintain the agreed quality standards, managing efficiently incoming telephone calls, emails, and paperwork relating to account maintenance. You will work closely with other Client Service team members, Sales, Product & Implementation, and various internal functional partners to ensure seamless end-to-end service delivery.

Job Responsibilities

  • Provide the client with support/information regarding interest claims and billing enquiries. 
  • Act as escalation point for large money movements and escalated transactional enquiries.
  • Liaise with Relationship, Product and Operations Managers regarding service issues. 
  • Run Service Quality Reports and use the data to understand and analyze client's payment activities, patterns of client enquiries, opportunities for increasing client's straight-through rates. 
  • Advise clients on and assist with incremental account set up and operational procedures and liaise with Implementations to ensure these account set ups are correct. 
  • Manage risk through close attention to client overdrafts, unpaid bills etc. and, escalate risk related issues to appropriate parties as required. 
  • Record client interactions in Navigator (e.g. calls, issues, proactive communications etc.). 
  • Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role. 
     

Required qualifications, capabilities and skills

  • Graduate of any Business course.
  • Cash Management and Treasury Services experience.
  • Fluent written and spoken in English and Spanish. 
  • Proven client service experience.
  • Strong verbal, written, and interpersonal communication skills, with proven ability to negotiate.
  • Ability to manage multiple tasks and prioritize effectively. 
  • Excellent interpersonal skills.
  • Proficient in various desktop and internet-based applications.
  • Proficient in MS Office Tools: Outlook, Excel and Word.