Job Description
A Client Service Account Manager (CSAM) is the 'window' into J.P Morgan Payments and is the primary point of contact for our clients. A CSAM is responsible for delivering best in class service and strives to achieve 100% client satisfaction by building deep and meaningful relationships with key contacts within a client's organization. The CSAM is the client's champion and is empowered to identify process improvements, opportunities for growth and has full responsibility for delivering regular \"Service Reviews\" with clients either in person or remotely. A CSAM must develop an excellent understanding of the client's primary business, the products and services they receive from J.P. Morgan and collaborate with other J.P Morgan key stakeholders to ensure we provide a seamless client experience.
As a Client Service Account Manager II in the Financial Institutions Group, you will be responsible for delivering best in class service and striving to achieve 100% client satisfaction. You will build deep and meaningful relationships with key contacts within the client's organization. In your role, you will develop an excellent understanding of the client's primary business, the products and services they receive from J.P Morgan. You will collaborate with other J.P Morgan stakeholders to ensure we provide a seamless client experience.
Job responsibilities
- Manage client experience across all aspects of their daily relationship with JPMorgan Payments.
- Maintain an accurate and active service temperature check for all clients within the portfolio.
- Identify and remediate service issues that impact the client and escalate potential risk associated with client activities.
- Understand organizational structure to communicate and remediate client impacting issues promptly and effectively.
- Understand the Client's business to anticipate their servicing needs and provide appropriate support and solutions (become the Client's champion).
- Assist in developing and executing jointly agreed service plans that focus on process improvements for client.
- Promote use of our electronic service tools to allow clients to easily find the payment related information they require and participate in and support business initiatives that will positively impact the Client experience.
- Represent Manila with onshore stakeholders.
- Work with internal groups and segments to ensure compliance in the agreed KPl's.
- Manage expectations of our clients and stakeholders to ensure full delivery of service.
Required qualifications, capabilities, and skills
- Strong Customer-facing / relationship management experience in similar area
- Excellent verbal and written communication skills, including executive communication skills.
- Advanced knowledge on Treasury products (GACH, Wires, H2H), Payment Processing, SWIFT or ISO2002, Multi-currency clearing.
- Excellent case and escalation management skills
- Ability to develop and mobilize internal network, key stakeholders, and associated resources.
- Strong organizational skills and ability to manage multiple priorities.
- Ability to work effectively under pressure.
- Keen interest in the Banking digital technology transformation agenda
- In depth understanding of the importance of our Diversity, Equity, and Inclusion philosophy
Preferred qualifications, capabilities, and skills
- Experience on Project Management and Process Improvement.
- Escalation Management
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 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.
