FX eTrading Middle Office - Analyst

Job Description

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 JPMorganChase, 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.

Job responsibilities

• 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 escalate 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.

Required qualifications, capabilities, and skills

• 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

Preferred qualifications, capabilities, and skills

• 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.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.