FX eTrading Middle Office - Analyst

If you want to be instrumental in delivering unparalleled customer service and operational excellence, you have found the right team.

As a Client Service Delivery Analyst within JPMorgan

Chase, you will be a key player in our service center operations, providing exceptional customer service and support. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will apply your knowledge of our products and services to resolve issues and enhance client relationships. Your ability to plan and manage your work, coupled with your developing skills in strategic planning, digital literacy, and process automation, will be crucial in achieving operational objectives.

Your role will also involve collaborating with internal stakeholders, mitigating conflicts all while maintaining a keen awareness of fraud prevention strategies.

• Provide excellent customer service by responding promptly and professionally to all incoming client queries via phone and email.
• Collaborate with Front Office teams to enable clients to transact electronically on FX platforms.
• Manage and maintain onboarding queues ensuring all client onboarding is completed within business-defined Service Level Agreements (SLAs).
• Rapidly identify, investigate, and resolve client issues or queries raised by Front Office, Middle Office, Back Office, or directly by clients.
• Support client training and onboarding processes, ensuring clients are fully equipped to use electronic trading platforms.
• Document and elevate complex issues to management as appropriate, ensuring timely resolution and communication.
• Maintain accurate records of client interactions and support activities.
• Contribute to process improvements and best practices within the team.

• Bachelor’s degree in Finance, Business, Economics, or a related field.
• Strong understanding of Foreign Exchange products.
• Excellent verbal and written communication skills, with a client-focused approach.
• Proven ability to manage multiple priorities in a high-pressure, time-sensitive environment.
• Strong analytical and problem-solving skills, with a questioning mindset and the ability to assess risk in client requests.
• High attention to detail and organizational skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work effectively in a global team, supporting clients and colleagues across multiple time zones.
• Commitment to delivering outstanding client service and continuous process improvement.

• Experience is preferably in FX, eTrading, or client service roles.
• Electronic trading platforms is highly desirable.
• Experience with trading or onboarding systems is a plus.