The International and Domestic Collections group (IDC) located in Houston, Texas, processes all incoming and outgoing collection items for the JPMorgan Chase enterprise worldwide. The work completed in IDC spans two unique functions, International Collections and Domestic Collections.
- Processing includes checks and drafts drawn on foreign banks, and payable in either U.S. dollars or foreign currency. Some of these items are credited to the account immediately through the International Cash Letter product, and others are sent for standard collection with final payment to the customer when the foreign bank makes payment.
Domestic Collections -
Processing includes the collection of non-cash items, such as domestic checks, auto dealer drafts, oil and gas drafts, bonds and coupons. Like International Collections, certain customers have collection items handled on an immediate ledger credit basis.
Client Service employees act as the point of contact for internal and external customers. They receive inquiries from customers in need of information, service assistance and problem resolution. They ensure that issues are addressed appropriately, accurately and in a timely fashion.
Client Service Representatives create lifelong, engaged relationships with our customers by being a trusted provider of financial services. Our employees embrace our values of Integrity, Collaboration, Service, Ownership and Innovation.
Client Service Representatives
Are focused on the customer
Adapt to changing needs & deadlines and remains calm when under pressure
Work well in a team environment
Have amazing communication and personal skills
Excellent attention to detail and concern for all aspects of the job
As a Client Service Representative you will:
▪ Interface with clients
▪ May need to deviate from established scripts and protocols to resolve issues
▪ Escalate when necessary
▪ Analyze client disputes
▪ May need to work outside established guidelines to assure that issues are addressed
▪ May complete or compile issues logs and reporting
▪ May serve in a team lead capacity
The Client Service Representative is responsible for answering inbound calls from clients and making outbound calls to business partners, world wide banks and clients to resolve problems and delays associated with the processing of foreign items. Since the International and Domestic Collections client service group mostly works to resolve problems for clients, this individual should have excellent service skills including negotiation and problem resolution with parties in many different countries, cultures and languages.
This position also performs some research related to inbound client calls or collection items being processed internally to promote timely collection from foreign banks. The Client Service Representative is directly responsible for maintaining aggressive standards including average handle time, time to answer, items per hour, accuracy goals, observation scores and voice of the client scores. Since most clients call to resolve international problems, this individual should be able to work under pressure and be able to maintain a calm demeanor with clients in tough situations.
The Client Service Representative must also be able to work in a fast paced environment with a high degree of accuracy and attention to detail while being respectful of language, cultural and procedural differences across the globe. This individual must have full understanding of product and client strategies, client needs, behavior and financial dynamics.
Monday - Friday 10:00am - 7:00pm
Skills required are intermediate:
▪ Organizational skills
▪ Attention to detail
▪ Problem solving
▪ MS Office skills
▪ Oral & written communication
▪ Time Management
▪ Analytical skills
▪ Ability to follow guidelines
▪ Self motivated
Knowledge required is intermediate:
▪ LOB knowledge
▪ Business processes and procedures
▪ Product knowledge
▪ Industry knowledge
▪ Knowledge of business software applications
▪ Bilingual preferred
JPMorgan Chase is an Equal Opportunity and Affirmative Action Employer, M/F/D/V
US-TX-Houston-1111 Fannin / 01632
Central Technology & Ops
JPMorgan Chase & Co.
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