Transfer Agency Investor Services Associate

Are you looking for an exciting opportunity to engage with clients and grow your career with one of the world’s largest financial institutions? This is an unique opportunity for you to join our Transfer Agency Investor Services team where we are responsible for delivering services on behalf of our diverse range of Asia clients investing across Luxembourg, Irish and Cayman domiciled funds.

As a Transfer Agency Investor Services Associate in our Fund Operations team, you are responsible to provide respond to all shareholders and fund promoter queries received via Telephone/Fax/Email in relation to Funds services and procedures. You will be involved in sending daily reports to fund promoters, releasing contract notes and statements, answering audit queries. The nature of the queries would require fast, efficient and accurate responses and require the initiative to route queries to appropriate teams that cannot be addressed at point of contact. Lastly, you are responsible for outgoing queries based on daily operational activity, reviews daily open items to ensure proper follow-up and closure and coordinate complex queries with internal and external stakeholders as appropriate.

Job responsibilities:

• Build a stable relationship with the investors of our clients to ensure effective cooperation and solid understanding of the client’s/investor’s culture and the relevant fund structures
• Deliver high quality customer service so as to complete increasingly complex tasks on time and accurately
• Monitor and answer investor related queries ranging across diverse areas of investor activities such as dealing, payments and cash within the agreed turnaround times and ensure appropriate follow-up on all outstanding queries in a timely manner
• Release investor correspondence (contract notes, dividend notes and monthly statement etc.) ensuring that they are released within the agreed deadlines as outlined in the Service Level Agreements.
• Provide daily/weekly/monthly reports to fund promoters and other internal departments
• Prepare audit confirmation for investors and fund auditors
• Conduct telephone call back on all submitted changes to bank mandates, authorized signatories and contact details
• Manage investor complaints in accordance with complaint policy
• Maintain an effective, interactive relationship with internal Transfer Agency Operations Managers
• Represent J.P. Morgan to external partners such as clients, potential clients and vendors in a professional manner
• Keep necessary controls to meet service delivery standards in relation to the handling of investor enquiries

Required qualifications, capabilities, and skills:

• Bachelor’s Degree in Business, Finance, Economic, or relevant disciplines
• At least 5 years of experience in Investor Services/Customer Service Transfer Agency roles
• Proven experience in managing internal and external clients at senior level
• Fluency in English and Japanese – Business spoken and written.
• Ability to read and type Japanese is required
• Extensive working knowledge of Microsoft Office products including Word, Excel Digital Solution tools and Outlook
• Team player, professional and proactive approach to work, positive attitude, remain poised under pressure, client service focus and ability to adapt to change
• Able to quickly understand technical, procedural and functional information to solve problems and deliver information to investors
• Client centricity with focus on high quality service delivery
• Demonstrate a keen eye for details; look for and mitigate inherent and residual risks
• Be able to work in a multi-cultural environment with virtual teams

Preferred qualifications, capabilities, and skills:

• Gather relevant information systematically; consider a broad range of issues or factors; grasp complexities and perceives relationships among problems or issues; include others in problem‑solving efforts when appropriate
• Anticipate and identify customer needs; take action to meet customer needs; develop effective working relationships with internal and external customers; continually search for ways to increase customer satisfaction

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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.