Client Service Account Manager Analyst
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Department:
Job Summary
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 andanalyzed 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 clients compliance with risk policies/practices and educates clients on new legal/regulatory/cyber changes
Required Qualifications Capabilities and Skills:
- Bachelors degree in marketing Business Statistics Mathematics Finance Computer/Data Science Engineering Economics or a related field.
- 14 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.
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
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 ov ... View more
