Location: Metro Manila, National Capital Region, Philippines

Join a team where your client focus and problem-solving skills make a daily impact. As a Client Service Representative in the Solution Center, you will act as a central point of contact for clients, ensuring prompt and high-quality resolution of inquiries and technical issues. Youll collaborate with partners, support clients on JPMorgan Access products, and help drive continuous improvement in client experience. Grow your skills in a dynamic environment that values teamwork, adaptability, and operational excellence.

As a Client Service Representative in the Solution Center, you are responsible for ensuring JPMorgan Chase delivers the highest standard of service to all clients. You act as a central point of contact, fielding and resolving technical troubleshooting, account investigations, and workflow issues. You ensure client needs and expectations are met, maintain quality standards, and support internal partners and relationship managers. Your work helps drive client satisfaction, operational efficiency, and continuous improvement.

Job responsibilities

• Field incoming inquiries from client channels (phone, fax, email, mail) related to JPMorgan Access products.
• Provide log on assistance and basic browser troubleshooting.
• Resolve payments and money movement related inquiries and transactions.
• Adhere to policy, procedures, and standards governed by ISO, Risk, and Compliance.
• Ensure prompt resolution of all customer queries, delivering a world-class client experience.
• Investigate and resolve generic issues that generate escalated enquiries.
• Assist relationship managers, internal partners, and client service professionals with account queries and escalations.
• Promote self-service tools and platforms to clients, highlighting benefits and encouraging adoption.
• Identify and escalate process improvement opportunities to reduce risk and enhance efficiency.
• Track all inquiries in the case tracking tool (Navigator), regardless of channel.
• Prioritize responsibilities to meet individual goals and objectives as defined in the scorecard.

 

Required qualifications, capabilities, and skills

• Proficiency in professional Spanish and/or Portuguese language (verbal and written).
• Excellent verbal and written communication skills, with emphasis on banking terminology.
• Demonstrated listening skills and ability to use probing questions to assess inquiries.
• Ability to work in a fast-paced environment and adapt to change.
• Strong problem-solving and decision-making skills.
• Ability to work effectively in a team environment.
• Proficiency in MS Windows and Office; able to work with multiple applications simultaneously.

 

Preferred qualifications, capabilities, and skills

• Experience in client service, banking operations, or technical support roles.
• Familiarity with JPMorgan Access products and platforms.
• Experience supporting clients in a call center or service center environment.
• Track record of meeting or exceeding customer satisfaction and quality metrics.
• Experience with case tracking tools (e.g., Navigator).
• Flexibility to work MondayFriday, 8:00 PM 9:00 AM PH Standard Time.

 

Required or additional information

• Key performance indicators include customer satisfaction, quality, average handle time, and attendance.
• Work schedule: MondayFriday, 8:00 PM 9:00 AM PH Standard Time.

 

All application requirements (including updated resume - please include specifics of your career) should be posted, submitted and completed in the Oracle tool. 

 

 

In partnership, Hiring Managers and Recruiters will review applications to determine which candidates best meet the required skills and experience specified in the job description. While not every application will result in an interview, applications will be acknowledged.

Serve as a central point of contact, resolving client inquiries and technical issues to deliver world-class service.