Client Service Analyst (German Language)

Full time
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JP Morgan
Banking, investment & finance
10,001+ employees
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Are you looking to develop your career in client services? Then this role is for you.

As a Client Service Analyst in the Global Client Support (GCS), you will service clients and act as a liaison with internal operational groups to ensure client transactional inquiries are serviced timely and seamlessly. You will work with client-centric analysts who have received specialized training with expertise in core cash product offerings to support client inquiries. You will also leverage Artificial Intelligence to expedite transactional inquiries and obtain resolution to common questions allowing the team to focus your efforts on more complex issues. GCS and Client Service Account Manager (CSAM) partner closely to deliver best in class experience leveraging CSAM expertise and client knowledge. GCS support of client inquiries for resolution will be in line with CSAM-like experience.

Job responsibilities

  • Develops, maintains and broadens partnerships with internal and external clients
  • Takes ownership of inquiry resolution end to end and ensure all complaints are escalated appropriately, leveraging the client tier service differentiation
  • Resolves external and internal inquiries pertaining to J.P. Morgan’s Wholesale Payments core cash products and track and monitor inquiries via an Inquiry Management tool
  • Liaises with other functions to ensure clients receive satisfactory resolution in a timely manner
  • Delivers value added solutions to clients, identifies and promotes service improvement, efficiencies and opportunities
  • Coordinates with the Service Team and other internal groups for additional support that may be needed to resolve client inquiries
  • Promotes best practice sharing with the Designated Service Team and participate in and supporting client experience improvement initiatives
  • Recognizes non-standard service provisions as requested by clients and highlight as sales opportunities
  • Investigates and informs senior management of potential processes that could reduce exposure. (i.e., formatting issues, inconsistent procedure interpretation among service centers, incorrect processes, etc.)

Required qualifications, capabilities, and skills

  • Communication skills – excellent oral and written business communication skills, as well as ability to present information clearly and concisely (German)
  • Time management and organizational skills
  • Strong interpersonal skills, excellent problem-solving abilities, attention to detail and resolution skills
  • Proven interpersonal effectiveness, ability to build relationships and influence others to achieve the desired outcome
  • Aptitude to work in a fast-paced environment while balancing the needs of the clients with associated risks and interests of the Firm
  • Strong time management and organizational skills
  • Capability to determine priorities and maintain a balanced work approach to achieve business objectives and goals
  • Proficient with Microsoft Office applications
  • Understand clients’ relationship with the bank

Preferred qualifications, capabilities, and skills

  • Knowledge of J.P.Morgan’s Wholesale Payment core cash product offering and client portals is a plus