The Client Service Officer is responsible for ensuring that JPMorgan Chase offers the highest standard of Client Service to all clients. The principle purpose of the position is to act as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency. The Client Service Officer will ensure clients' needs and expectations are formally discussed and analysed to maintain the agreed quality standards. The Client Service Officer will manage incoming telephone calls, emails and paperwork relating to account maintenance. PRINCIPAL 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. ? Understand clients’ business to help identify solutions, client efficiencies and cross sell opportunities ? Identify opportunities for product development and enhancement, and process improvements ? Eliminate exceptional and manual processes ? Manage one-off projects as they pertain to specific client issues and products. ? 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 as needed ? 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 Service Portal (e.g. calls, issues, proactive communications etc.) ? Participate in and support TS initiatives as needed QUALIFICATIONS, KNOWLEDGE AND SKILL REQUIREMENTS The successful candidate will need to have at least a Diploma, have proven skills in team work and client service experience. · Fluent written and spoken in Mandarin and English. · A full working knowledge of Transaction Services systems and tools would be an advantage. · Good verbal and written communication skills, with proven ability to negotiate · 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. · Proven client service skills · Demonstrates the ability to manage multiple tasks and priorities effectively · Ability to work to deadlines and good time management skills are required as the team have a number of production tasks set at specific times of the day and the deadlines must be adhered to and controls exercised as documented in procedures. · Demonstrates cultural sensitivity and awareness · Dual-ability to work effectively as both a team player and alone · Good excel and PC skills are required 客戶服務主管負責確保摩根大通向所有客戶提供最高標準的客戶服務。該職位的主要目的是作為一個升級聯系人，確保所有與客戶服務相關的任務及時、高質量和高效率地完成?？蛻舴罩魅螌⒋_保正式討論和分析客戶的需求和期望，以維持商定的質量標準?？蛻舴展賹⒐芾砼c客戶維護有關的來電、電子郵件和文書工作。 主要職責 ?為客戶提供有關利息索賠和賬單查詢的支持/信息 ?作為大額資金流動和升級交易查詢的升級點 就服務問題與客戶關系經理、產品經理和運營經理聯系。 ?了解客戶業務，幫助確定解決方案，客戶效率和交叉銷售機會 識別產品開發和改進以及過程改進的機會 ?消除異常和手動流程 ?管理與特定客戶問題和產品相關的一次性項目。 ?運行服務質量報告，并使用數據來理解和分析客戶的付款活動，客戶查詢模式，根據需要增加客戶直通率的機會 建議并協助客戶建立增量賬戶和操作程序，并與執行部門聯系以確保這些賬戶的建立是正確的。 ?通過密切關注客戶透支、未付賬單等來管理風險，并根據需要將風險相關問題上報給相關方。 在服務門戶中記錄客戶交互（例如呼叫，問題，主動溝通等） 根據需要參與并支持TS項目 資格、知識和技能要求 成功的候選人將需要至少有一個文憑，有團隊合作和客戶服務經驗證明的技能。 ?流利的中英文書寫和口語。 ?對交易服務系統和工具有全面的工作知識將優先考慮。 良好的口頭和書面溝通能力，具有談判能力 注意細節和準確性是一項基本要求，因為整個團隊需要進行許多不同的流程，適應性和靈活性也是該角色的關鍵技能。 ?證明客戶服務技能 ?展示有效管理多個任務和優先級的能力 由于團隊在一天的特定時間有許多生產任務，必須遵守截止日期，并按照程序文件的規定進行控制，因此需要能夠在截止日期前完成工作，并具有良好的時間管理技能。 ?展示文化敏感性和意識 ?具有團隊合作和獨立工作的雙重能力 良好的excel和電腦操作能力