Client Service Account Manager

JOB DESCRIPTION

The TS Client Services team is responsible to support our clients in the day-to-day needs of the Local / International Cash Management Products. Client Services team is focused in providing the best-in-class services to our clients contributing to increase of the JP Morgan businesses. The main purpose of this position is to act as clients' primary point of contact for their day-to-day treasury operations. As a Client Service Account Manager (CSAM) you will be accountable for a portfolio of key Wholesale Payment clients acting as an escalation contact, ensuring all client service-related tasks are completed promptly with a high degree of quality and efficiency.

The CSAM ensures clients' needs and expectations are formally discussed and analyzed to maintain quality standards, managing efficiently incoming telephone calls, emails as well as the administrative portion associated to account maintenances and the business as usual.

The CSAM will act as the client advocate and drive internal coordination by partnering with Sales, Product, Operations, Technology, Risk and Compliance to deliver service excellence. As the Client Service Account manager, you will also support ongoing overall relationship health monitoring to forecast client "temperature" and facilitate regular discussion with Sales team.

Job Responsibilities

• Direct responsible for Service Support for Multi-National clients
• Clients central point of resolution and escalation for service issues; liaison with bank partners for issue management, with full ownership of the service relationship and client experience
• Full ownership regarding problem solving and escalation, to ensure timely resolution
• Acts as proactive partner, reaching out to clients to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction
• Identifies and addresses product/service gaps and development opportunities, leveraging the full array of Treasury Services product capabilities
• Partners with Sales to develop an annual Client-specific service strategy plan for clients within portfolio
• Ability to analyze client behavior and trends to propose service efficiencies
• Adheres to and ensures client's compliance with risk policies/practices and educates clients on new legal/regulatory/cyber changes

Required Qualifications, Capabilities and Skills:

• Bachelor's degree in marketing, Business, Statistics, Mathematics, Finance, Computer/Data Science, Engineering, Economics, or a related field.
• 1–4 years of experience in data analytics, customer feedback or survey analytics, or similar quantitative fields.
• Experience with creating reports, visualizations, and dashboards, and communicating results to technical and non-technical audiences.
• Ability to effectively partner with internal colleagues and external clients.
• Strong problem-solving, analytical skills, and attention to detail.
• Excellent oral and written communication skills.
• Basic project management skills and ability to work under pressure and manage multiple priorities.
• Proficiency in MS Office and Business Applications.
• Fully fluent in English.

Preferred Qualifications, Capabilities and Skills:

• Familiarity with Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys, and customer feedback is a plus.
• Understanding of Payments products.

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.

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.