Client Service Analyst - Queue Management

J.P. Morgan; Taguig; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading global financial services firm seeks a Client Service Analyst to handle inbound client requests and ensure adherence to service guidelines. Responsibilities include monitoring client support tools, triaging requests, and enhancing operational processes. Candidates should have at least 3 years of relevant experience, excellent communication and problem-solving skills, and proficiency with Microsoft Office. This position is located in Metro Manila, Philippines.

Qualifications

• At least 3 years experience in client service or operational roles.
• Strong oral and written communication skills.
• Ability to work in a fast-paced environment.
• Proficient in time management and organizational skills.
• Capability to manage multiple projects simultaneously.

Responsibilities

• Monitor client support group mailbox in real time.
• Triage and prioritize emails and cases.
• Assign cases to appropriate teams.
• Provide consultative support on complex cases.
• Identify bottlenecks and suggest enhancements.

Skills

Client service experience

Sales operations knowledge

Excellent communication skills

Problem solving abilities

Attention to detail

Interpersonal skills

Tools

Microsoft Office

Job description

Overview

If you thrive in a fast-paced environment, excel at problem-solving, and are passionate about delivering outstanding client experiences, we invite you to bring your expertise to our team. Join us and make a meaningful impact at the center of our client support operations.

As a Client Service Analyst within the Queue Management Team, you will serve as the central point of contact for all inbound client and internal-customer requests. You will monitor shared mailboxes and the servicing platform, assign cases, and ensure each request is thoroughly researched, triaged, tracked, and resolved within strict SLA guidelines. You should demonstrate a high degree of professionalism, possess outstanding customer service and analytical skills, work independently, manage multiple projects and issues, and maintain a strong attention to detail. In this role, you will act as a central point of contact between Global Client Support groups.

Responsibilities

• Monitor the Global Client Support group mailbox and servicing tool queues in real time
• Triage, prioritize and route emails and automatically generated cases based on complexity and urgency
• Assign cases to the appropriate functional teams and specialists, balancing workload and expertise
• Provide consultative support to peers on complex case assignments
• Identify recurring queue or workflow bottlenecks and propose enhancements
• Support business partners on platform upgrades, pilot programs and best-practice rollouts
• Own execution of selected improvement projects from design through implementation
• Serve as liaison between clients, Global Client Support, Operations, Technology and other partner groups
• Demonstrate professionalism, respect and clear communication in every interaction

Required qualifications, capabilities, and skills

• At least 3 years experience in client service, sales, operations, or institutional and corporate client business knowledge.
• Excellent oral and written business communication skills, as well as, ability to present information clearly and concisely.
• 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.

Preferred qualifications, capabilities, and skills

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