Client Operations Analyst - Billing Escalations

J.P. Morgan; Caloocan; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading global financial services firm in Metro Manila is seeking a Client Operations Specialist to enhance customer service and prevent fraud in their service center. The role involves managing client onboarding, implementing automation, and leveraging strategic planning principles. Requirements include expertise in client service operations and familiarity with anti-fraud strategies. Join us to improve our team’s performance and client experience.

Qualifications

• Baseline knowledge or equivalent expertise in client service operations.
• Demonstrated ability to apply strategic planning principles.
• Familiarity with anti-fraud strategies in a financial context.

Responsibilities

• Assist in the end-to-end client onboarding process.
• Contribute to the detection and prevention of fraudulent transactions.
• Support the implementation of automation initiatives.

Skills

Client service operations

Strategic planning

Anti-fraud strategies

Systems architecture

Active listening

Job description

Overview

Become an integral part of our client operations team, delivering outstanding customer service and support within our service center operations across various products and platforms. This role offers an exciting opportunity to leverage your strategic planning and anti-fraud awareness to ensure smooth operations and safeguard our clients' interests. Your expertise in change management and continuous improvement will be key in optimizing our service center operations. Join us to make a significant impact on our team's performance and the overall client experience.

Job responsibilities

• Assist in the end-to-end client onboarding process, ensuring a seamless experience across various products and platforms.


• Contribute to the detection and prevention of fraudulent transactions, utilizing anti-fraud awareness strategies to protect both the client and the institution.


• Support the implementation of automation initiatives, applying knowledge of systems architecture to enhance service center operations.


• Participate in the change management process, aiding in strategic communications and stakeholder impact mitigation.


• Utilize active listening and questioning skills to effectively address client inquiries and troubleshoot issues.

Required qualifications, capabilities, and skills

• Baseline knowledge or equivalent expertise in client service operations


• Demonstrated ability to apply strategic planning principles in a business context, with a focus on resource allocation and long-term goal setting.


• Familiarity with anti-fraud strategies and their implementation in a banking or financial service environment.


• Experience with basic systems architecture and automation technologies, with an emphasis on their application in operational optimization.


• Proficiency in active listening and questioning techniques, with the ability to use these skills to effectively address client inquiries and troubleshoot issues.

Preferred qualifications, capabilities, and skills

• Experience in managing client relationships and resolving operational challenges.


• Strong analytical skills to assess and improve operational processes.


• Excellent communication skills to effectively interact with clients and team members.

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool.