APAC Payments Client Service Specialist

JPMorgan Chase & Co.; Singapore; On-site; SGD 80,000 - 140,000; Full time

Job summary

JPMorgan Chase & Co. in Singapore seeks a Client Service Associate to lead investigations for payments platform and transaction issues from triage to closure, with strong documentation and controls. You will coordinate across partner teams to resolve escalations, reduce repeat issues, and improve service performance using AI-enabled tools.

The role offers leadership development through coaching, prioritisation support during peak periods, and stretch responsibilities as part of leadership growth.

Qualifications

• Bachelor’s degree or equivalent.
• Minimum 5 years of experience in payments client service, operations support, product support, or service desk roles in financial services.
• Strong understanding of payments products and end-to-end operating flows.
• Strong client-first mindset, with experience handling escalations and managing expectations professionally.
• Strong stakeholder management skills, able to influence across teams and drive closure without formal authority.
• Strong ownership and judgement, able to prioritise competing demands and deliver under pressure.
• Strong analytical problem-solving skills, including structured root-cause analysis.
• Strong digital skills, with confidence adopting new tools; familiarity with AI-enabled tools is expected.
• Demonstrated leadership potential and ability to coach junior team members, aspire to take on leadership responsibilities
• Proficiency in Microsoft Office, including Excel, Word, and Outlook.

Responsibilities

• Support clients and internal teams on payments platform and transaction issues, owning complex cases end-to-end.
• Troubleshoot issues across access, entitlements, configuration, connectivity, and file transmission, driving timely resolution.
• Coordinate cross-team escalations and dependencies, providing clear updates and managing client expectations.
• Maintain audit-ready evidence and case notes, applying strong risk and control discipline in daily work.
• Identify recurring issues and drive root-cause fixes that reduce repeat breaks and manual effort.
• Support process and technology changes, including user testing and readiness activities when needed.
• Use approved digital, automation, and AI-enabled tools to improve investigations, reporting, and workflows.
• Coach newer colleagues and support cross-training by sharing technical knowledge and best practices.
• Take on stretch assignments and delegated senior responsibilities to build readiness for future people leadership.

Skills

Payments knowledge

Client service

Escalations

Stakeholder management

Root-cause analysis

Data analysis

AI tools

Leadership potential

Microsoft Office

Education

Bachelor’s degree

Tools

Alteryx

UiPath

Tableau

Job description

JPMorgan Chase & Co. in Singapore seeks a Client Service Associate to lead investigations for payments platform and transaction issues from triage to closure, with strong documentation and controls. You will coordinate across partner teams to resolve escalations, reduce repeat issues, and improve service performance using AI-enabled tools.

The role offers leadership development through coaching, prioritisation support during peak periods, and stretch responsibilities as part of leadership growth.