Client Service Account Manager - Associate

Are you looking to grow your client service experience? 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 (CSAM) in the Payments team, you are the ‘window’ into J.P Morgan Payments and the primary point of contact for our clients. You will be 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.

Job responsibilities

• Responsible for the Client experience across all aspects of their day to day relationship with JPMorgan Payments
• Maintain an accurate and active service temperature check for all Clients within the CSAM’s portfolio
• Identify and remediate service issues that impact the Client. Understand organizational structure in order to be able 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 Clients
• Promote use of our digital service tools to allow Clients to easily find the payment related information they require
• Analyze the end to end payment process and associated activities in order to identify related efficiencies. Develop strong and trusted internal partnerships (e.g. Sales, Operations, Product, other lines of business)
• Identify and escalate potential risk associated with Client activities. Record all Client interactions using the appropriate business tools and use this data to identify themes, trends and service improvement opportunities

Required qualifications, capabilities and skills

• Strong Customer-facing / relationship management experience in similar area
• Excellent verbal and written communication skills, including executive communication skills
• Keen interest in the Banking digital technology transformation agenda
• Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines
• Ability to work effectively under pressure
• Travel is required