Client Service Analyst

Location: Bogota, Colombia

Job Family: Client Advisory

About the Role

At JP Morgan Chase, we are a leading global financial services firm with a strong presence in Latin America, including our Bogota office. As a Client Service Analyst in the Client Advisory category, you will play a pivotal role in supporting our Wholesale Payments clients by serving as their primary contact for daily treasury operations. This position involves managing a dedicated portfolio of key clients, acting as an escalation point to ensure seamless service delivery. You will handle a variety of tasks, from responding to inquiries via phone and email to overseeing administrative account maintenance, all while upholding JP Morgan's commitment to excellence, efficiency, and client satisfaction in the dynamic financial services industry. In this role, you will analyze client needs through formal discussions and proactive engagement, ensuring that expectations are met and quality standards are maintained. Working within our treasury operations team, you will collaborate with cross-functional groups to resolve issues promptly, monitor service metrics, and contribute to process enhancements that drive client loyalty. Your ability to manage high-volume interactions while maintaining accuracy and professionalism will be crucial in supporting JP Morgan's reputation as a trusted partner in wholesale payments and global finance. We value diverse perspectives and offer a supportive environment in Bogota, Colombia, where you can grow your career in financial services. This position demands a blend of technical knowledge in treasury systems and soft skills in client relationship management, providing an opportunity to make a tangible impact on our clients' success while advancing within one of the world's most respected institutions.

Key Responsibilities

• Serve as the primary point of contact for clients' day-to-day treasury operations, providing timely and accurate support
• Manage a portfolio of key Wholesale Payment clients, acting as the escalation contact for service-related issues
• Ensure all client service tasks, including account maintenance and business-as-usual activities, are completed with high quality and efficiency
• Handle incoming telephone calls, emails, and inquiries, analyzing clients' needs to maintain service standards
• Collaborate with internal teams to resolve client issues and implement process improvements
• Monitor client portfolios to identify potential risks or opportunities for enhanced services
• Prepare and deliver reports on client interactions and service metrics to senior management
• Facilitate formal discussions with clients to align expectations and ensure satisfaction
• Support compliance and audit processes related to client servicing in treasury operations
• Contribute to training and onboarding of new team members on client service protocols

Required Qualifications

• Bachelor's degree in Finance, Business Administration, Economics, or a related field
• Minimum of 2 years of experience in client service, treasury operations, or financial services
• Proficiency in English and Spanish, both written and verbal
• Strong understanding of wholesale payments and treasury management processes
• Experience handling client escalations and resolving complex service issues
• Knowledge of regulatory requirements in the financial services industry, particularly in Colombia
• Ability to work in a fast-paced, high-volume environment with attention to detail

Preferred Qualifications

• Advanced certification in treasury management (e.g., Certified Treasury Professional)
• Prior experience with JP Morgan Chase systems or similar banking platforms
• Familiarity with international payment systems like SWIFT or SEPA
• Experience in a multinational financial institution
• Bachelor's or Master's degree from a recognized university in Colombia or internationally

Required Skills

• Excellent communication and interpersonal skills for client interactions
• Proficiency in Microsoft Office Suite, including Excel for data analysis
• Knowledge of treasury management software and banking systems
• Strong problem-solving and analytical abilities
• Attention to detail and organizational skills for managing multiple tasks
• Customer service orientation with empathy and patience
• Time management skills to handle high-volume inquiries efficiently
• Team collaboration and cross-functional coordination
• Adaptability to changing client needs and regulatory environments
• Data entry and administrative proficiency for account maintenance
• Risk assessment and escalation management
• Bilingual fluency in English and Spanish
• Familiarity with financial regulations and compliance standards
• Report writing and presentation skills
• Technical aptitude for learning proprietary JP Morgan tools

Benefits

• Competitive base salary and performance-based bonuses aligned with JP Morgan's global standards
• Comprehensive health, dental, and vision insurance coverage for employees and dependents
• Retirement savings plan with company matching contributions
• Paid time off, including vacation, sick leave, and parental leave policies
• Professional development opportunities through JP Morgan's learning and training programs
• Employee assistance programs for wellness and work-life balance
• Access to on-site fitness facilities and wellness initiatives in Bogota
• Stock purchase plan and other financial wellness benefits

JP Morgan Chase is an equal opportunity employer.