Client Service Analyst
JPMorgan Chase & Co
Taguig CityTaguig City, 00, PH
9d ago

Req # : 190045557

JPMorgan Chase & Co. (NYSE : JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide.

The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management.

A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its JPMorgan Chase & Co brands.

JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as fully paid parental leave time, health care insurance and retirement benefits.

Commercial Banking (CB) serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-

for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities -

lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.

Wholesale Loan Services Commercial Term lending Operations (WLS CTL Ops) exists within Commercial Banking and provides servicing functions for CTL.

These functions include loan documentation, closing and funding, payment and fee processing, customer service, collections, escrow, and account maintenance.

This role resides within our Loan Resolution Dept. and supports the team’s responsibility for collections, wire call-back, and Special Credits liaison with Servicing.

This position collaborates and partners with the WLS management / functional teams, CB Special Credits, Legal and other functional support groups (Compliance, Audit, Finance, etc.).

  • Think strategically and tactically to design an effective process improvement roadmap / approach with the flexibility to adjust to new innovations, regulations, and priorities;
  • partner with managers to rollout

    Determine new / revised work techniques and process improvements and lead special projects as required

    Manage work activities of team members which could include activities across Loan Resolution and Customer Care; may also include determining hours of work and workload based on current priorities

    Provide ongoing assistance to team members on a daily basis

    Participate in system testing, as needed, which may occur during non-business hours write test scripts, test enhancements, test fixes, user checkouts

    Procedures Partner with specific experts, management, the Procedures Team, RCSA, and Change Control Team with the creation and updates of departmental procedures

    Issue resolution and escalation handling - ensure client complaints are reported and logged, maintain sensitive clients listings, engage and follow up with clients or market partners on escalations / issues, summarize key escalations for use in risk event write ups or CB Controls escalation write ups

    Interact directly with business partners, attorneys, and clients to provide operational details on upcoming transactions

    Ability to support the servicing for the most complex loan arrangements independently as required and potentially maintain a minimum production portfolio

    Provide production training to new hires / teammates

    Assist with coaching and development of staff

    Assist in conjunction with the manager 1 : 1s for staff

    Assist with managing workflow and the completion of timely and accurate work required

    Bachelor’s degree from an accredited university preferred, or previous equivalent work experience

    5+ years’ experience with collections and negotiations in payment plans. Proven ability to work independently with excellent judgment.

    Must have experience reading and interpreting loan documentation or related analytical experience dealing with documentation.

    Must have strong customer service aptitude with the ability to resolve problems and escalate issues

    Proficient in resource management, organizational and / or operational change management, and conflict resolution

    Extensive experience understanding trending indicators for delinquency and adjust collection activity accordingly

    Must be a team oriented individual with excellent communication, interpersonal, and client service skills.

    Experience in training and motivating other individuals

    Must be highly organized with ability to manage multiple competing priorities simultaneously.

    Intermediate knowledge in Mortgage Calculations

    Intermediate Excel and PowerPoint knowledge

    Ability to work overtime as needed to support the team and ensure critical work is performed.

    Bachelor’s degree from an accredited university preferred, or previous equivalent work experience

    5+ years’ experience with collections and negotiations in payment plans. Proven ability to work independently with excellent judgment.

    Must have experience reading and interpreting loan documentation or related analytical experience dealing with documentation.

    Must have strong customer service aptitude with the ability to resolve problems and escalate issues

    Proficient in resource management, organizational and / or operational change management, and conflict resolution

    Extensive experience understanding trending indicators for delinquency and adjust collection activity accordingly

    Must be a team oriented individual with excellent communication, interpersonal, and client service skills.

    Experience in training and motivating other individuals

    Must be highly organized with ability to manage multiple competing priorities simultaneously.

    Intermediate knowledge in Mortgage Calculations

    Intermediate Excel and PowerPoint knowledge

    Ability to work overtime as needed to support the team and ensure critical work is performed.

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