CIB - MS National Implementations - Client Service Associate I

CIB - MS National Implementations - Client Service Associate I

JP Morgan Chase & Co.
5-8 years
Not Specified

Job Description


Job Description :
As a pooled Account Manager you will be responsible for ensuring satisfaction of high-value clients in Commercial Banking and Corporate & Investment Bank across all sectors (including but not limited to retail, e-commerce, petroleum, grocery, and restaurants) through quality service and coordinating client needs with other functions as required for a portfolio in excess of 4,000 accounts. You will provide active support, by telepehone or email, necessary to solidify and expand acquiring relationships with corporate merchant accounts through the use of relationship development, effective communications, writen and verbal, as well as problem solving skills.
You will take the role of the accountable client service lead, owning all service requests, and issues, from end to end, navigating the organization processes on behalf of the client and the relationship manager, ensuring client satisfaction for all the clients servicing needs. You will work closely with third party resolvers and other business areas located in the U.S. You will have a client service oriented score card and will need to have a strong client presence with good communication skills, both written and verbal, as well as problem solving skills and client first attitude. Servicing channels will include voice and non voice activities.
In addition to their client and case related responsibilities, the Accont Manager will be expected to periodically lead and/or participate in the execution of project related activities in support of the continual improvement of the Account Management space.
Principal Duties and Responsibilities (in order of importance)
  • Confident and professional client presence via phone and email with the ability to deliver exceptional customer experience through actions that demonstrate 'customer first' mentality
  • Ability to cultivate and maintain exceptional relationships with clients and other partners built on trust and accountability
  • Own client requests from end-toend ensuring all parties are informed of progress and/or impediments
  • Learn and navigate several systems and tools
  • Partner and coordinate client service needs with cross-functional and global teams to solve client problems
  • Manage competing priorities, set client expectations for service and ensure end-to-end completion of tasks
  • Ensure accurate and timely responses to maximize individual scorecard potential focus on continuous process improvement
  • Strong desire and ability to influence, educate and connect customers to technology drive customers to self serve when feasible
  • Ability to learn products, services, systems, platforms and tools required for execution of the job quickly and accurately
  • Operates within established risk parameters/tolerances, and meets internal/external risk and compliance obligations, including completion of required training
  • Engage and partner with team members and other LOBs to offer the right product set
  • Ability to work U.S. Time Zones (incumbent schedule must be flexible primarily US Days)

Core Competencies
  • Research, champion, advocate and follow through on issues/questions
  • Understand and assess client needs, troubleshoot issues, quantify downstream impacts.
  • Proven ability to work well under pressure and prioritize work with minimal supervision
  • Ability to build relationships with clients, internal partners, colleagues and peers to achieve desired outcomes.
  • Ability to balance needs of clients with associated risks and interests of the firm.
  • Ability to understand multiple complex systems and processes.
  • Strong organizational skills with the ability to prioritze effectively to meet deadlines

Knowledge and Experience
  • Excellent English verbal communication and interpersonal skills essential for collaborating with others, communicating to your supervisor, and speaking with customers or clients.
  • Bachelor's degree or the equivalent in business administration, accounting, marketing, or other related fields. In lieu of degree, may have relevant work experience.
  • Generally 5+ years in account management, relationship management, client relations or client service experience within the financial services industry preferred.
  • Knowledge financial services (wholesale clients) preferred Experience in the payments business or Merchant Services a plus

High Value Business Entitlements Hires: This position is anticipated to require the use of one or more High Value Business Entitlements (HVBE) systems. Users of these systems are subject to enhanced screening which includes both criminal and credit background checks, and/or other enhanced screening at the time of accepting the position and on an annual basis thereafter. The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

Job Details

Employment Types:

JPMorgan Chase & Co., 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 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. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.

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