Client Service Account Manager

20 hours ago

Manila, National Capital Region, Philippines JPMorgan Chase Full time $90,000 - $120,000 per year

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 within the Financial Institutions Group, you will be responsible for delivering top-tier service, aiming to achieve 100% client satisfaction. You will build deep and meaningful relationships with key contacts within our clients' organizations. In your role, you will develop a comprehensive understanding of our clients' primary business, the products, and services they receive from J.P Morgan. Collaborating with other J.P Morgan stakeholders, we will ensure 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:

  • Demonstrated experience on Project Management and Process Improvement is a plus.

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