Client Service Account Manager – Payments Financial
A Client Service Account Manager (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 in the Financial Institutions Group, you will be responsible for delivering best in class service. Your goal will be to achieve 100% client satisfaction by building 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 us at J.P Morgan. You will collaborate with our other stakeholders to ensure we provide a seamless client experience.
Job responsibilities:
- Be 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 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 Key Performance Indicators.
- 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 IS02002, 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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