Description

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.

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world's most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

About the Team

\n J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.

Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.\n