Client Service Account Manager - Associate

at  JPMorgan Chase Co

JOB DESCRIPTION

The main purpose of this position is act as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency.
The Client Service Account Manager will ensure clients’ needs and expectations are formally discussed and analyzed to maintain the agreed quality standards, managing efficiently incoming telephone calls, emails and paperwork relating to account maintenance.
A critical part of the process relies on effective working relationships between others Client Service team members, Sales, Product & Implementation. In addition, we work closely with a variety of internal functional partners in order to ensure seamless end to end service delivery.

Roles and Responsibilities: (include specific functions/tasks/performance objectives but not limited to)

• Provide the client with support/information regarding interest claims and billing enquiries.
• Act as escalation point for large money movements and escalated transactional enquiries.
• Liaise with Relationship, Product and Operations Managers regarding service issues.
• Understand clients’ business to help identify solutions, client efficiencies and cross sell opportunities.
• Identify opportunities for product development and enhancement, and process improvements.
• Eliminate exceptional and manual processes.
• Run Service Quality Reports and use the data to understand and analyze client’s payment activities, patterns of client enquiries, opportunities for increasing client’s straight-through rates.
• Advise clients on and assist with incremental account set up and operational procedures and liaise with Implementations to ensure these account set ups are correct.
• Manage risk through close attention to client overdrafts, unpaid bills etc. and, escalate risk related issues to appropriate parties as required.
• Record client interactions in Navigator (e.g. calls, issues, proactive communications etc.).
• Participate in and support TS initiatives as needed.
• Build solid working relationships with customers and internal partners.
• Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes and technologies.
• Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role.

EDUCATION/ EXPERIENCE

• Graduate of any Business course.
• Cash Management and Treasury Services experience/knowledge preferred.
• Client contact experience preferred.
• Fluent written and spoken in English and Spanish.

FUNCTIONAL SKILLS/ KNOWLEDGE

• Proven client service experience.
• Cash management/Treasury product knowledge preferred
• Keen attention to detail.
• Strong verbal, written, and interpersonal communication skills, with proven ability to negotiate.
• Ability to manage multiple tasks and prioritize effectively.
• Ability to work in a fast-paced environment.
• Ability to adapt to a changing environment including changes or adjustments to work schedule and overtime.
• Strong organizational and decision-making skills.
• Ability to work on multiple applications while working under minimal supervision.
• Exhibit ability to work effectively in a team environment.
• Excellent interpersonal skills.
• Demonstrates cultural sensitivity and awareness.

TECHNICAL/ APPLICATION SKILLS

• Proficient in various desktop and internet-based applications.
• Proficient in MS Office Tools: Outlook, Excel and Word.

ABOUT US

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.

• Provide the client with support/information regarding interest claims and billing enquiries.
• Act as escalation point for large money movements and escalated transactional enquiries.
• Liaise with Relationship, Product and Operations Managers regarding service issues.
• Understand clients’ business to help identify solutions, client efficiencies and cross sell opportunities.
• Identify opportunities for product development and enhancement, and process improvements.
• Eliminate exceptional and manual processes.
• Run Service Quality Reports and use the data to understand and analyze client’s payment activities, patterns of client enquiries, opportunities for increasing client’s straight-through rates.
• Advise clients on and assist with incremental account set up and operational procedures and liaise with Implementations to ensure these account set ups are correct.
• Manage risk through close attention to client overdrafts, unpaid bills etc. and, escalate risk related issues to appropriate parties as required.
• Record client interactions in Navigator (e.g. calls, issues, proactive communications etc.).
• Participate in and support TS initiatives as needed.
• Build solid working relationships with customers and internal partners.
• Attend meetings and training as required to continue development and to enhance knowledge of cash management products, processes and technologies.
• Attention to detail and accuracy is an essential requirement as there are a number of varied processes that are undertaken across the group, adaptability and flexibility are also key skills for this role