Job Description

As a Client Service analyst you will maintain and enhance best in class Client Service and build relationships with internal and external clients. This opportunity requires an Associate who has knowledge of Trade Finance products : Standby LCs and Bank Guarantees, and generally Commercial LC products, Collections, Bank to Bank Reimbursements, FI Loans and Participations.

A successful candidate in this role will act as the Clients trusted advisor and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.

This is a critical role within the Global Trade Client Service Organization required to enhance and improve the overall client experience. This role is a critical one as it will partner closely within Service and Operations acting on behalf of the client.

Responsibilities:

* Client Service and Account Management

- Handle day-to-day client inquiries and requests relating to transaction inquiries for Import/Export LCs, Import/Export Collections, Supply Chain Finance, and Open Account products received via phone, emails and JPM Trade Channel.

- Make proactive phone calls and send emails to platinum and gold clients to keep them updated on progress of their transactions

- Understand clients needs, acting as Trade Advisor, to provide appropriate solutions and guidance, set expectations and own the clients requests to ensure commitment is met

- Analyze customer behavior, transaction volumes and trends, discrepancy trends, response time, past due fees (complaints and compliments)

- Develop, maintain and broaden partnerships with clients

- Analyze transaction activities in order to identify efficiencies and cross selling opportunities

- Monitor transactions and inquiries ensuring that SLA is met

- Use product knowledge to resolve unique or challenging issues on an individual needs basis

- Responsible for providing prompt and value-added inquiry services and solutions to Trade clients

- Take ownership in pending cases by following-up closely and providing proactive updates to clients

- Manage the customer service experience, ensuring product performance and customer satisfaction

- Ensure risk/compliance guidelines are followed at all times while meeting client needs

- Identify and escalate issues in a timely manner when necessary

- Perform assigned call back request

- Liaison between the client and the production team

- Resolve phone and written inquiries from clients and internal partners within 24 hours

- Log, track all incoming calls into call tracking system Service Portal and resolve cases within 24 hours

- Ensure call metrics are met answering calls within 30 seconds

- Provide client updates on unresolved cases

* Advise immediate manager, Client Service Manager, of any potentially damaging relationship and operational deficiencies.

- Act as the clients point of contact and escalation point supporting their Trade business and own the service relationship and client experience.

- Escalate any issues in a timely manner

- Recommend updates to Process improvements/Procedures Manual

Requirements:

* Minimum of 3 years of Global Trade experience in Commercial Products. Must have a working knowledge of the other products and services offered within Global Trade

* Expert knowledge of UCP 600/IBP98/URC522/URR725

* Expert knowledge of Trades Compliance and Risk procedures, Boycott, OFAC and Anti-Money Laundering procedures/requirements

* Expert knowledge of all phases of Letter of Credit transactions

* Expert Knowledge of all phases of Documentary Collections transactions

* Strong focus on client satisfaction and the building of excellent relationships with our customers

* Excellent PC and Microsoft Office skills

* Excellent communication skills both verbal/written

* Excellent planning and organization skills

* Comfortable working within tight deadlines

* Strong focus on producing a quality product with attention to detail and timely delivery