JOB DESCRIPTION
Job summary
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.
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 electronic 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
- Participate in and support Payments business initiatives that will positively impact the Client experience
- Identify and effectively communicate internally all opportunities for Payments product development
- Develop strong and trusted internal partnerships (e.g. Sales, Operations, Product, other lines of business)
Required qualifications, capabilities, and skills
- Fluent in German and English (additional languages would also be advantageous)
- Strong , in depth understanding of ‘how money moves’
- 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
- In depth understanding of the importance of our Diversity, Equity and Inclusion philosophy
- Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines
ABOUT US J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.
ABOUT THE TEAM The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world’s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.