Job Description
JPMorgan Chase & Co. is currently recruiting for the role of Client Facing & Client Service Account Manager
A successful candidate in this role will act as the Client’s trusted advisor and put the client first while developing and maintaining partnership with Trade Finance clients with focus on providing transparency within the lifecycle of a transaction.
This is a critical role within the Global Trade Client Service Organization required to enhance and improve the overall client experience. This role will act as 1st point of escalation from the Correspondent bank, Corporate Client Service team and the CSAM team located within the local branches.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Manage life cycle of transactions after Sale:
Building relationships with the Operations staff
Ensure the local guarantee are timely processed by the foreign bank
Help streamlining text review coordination with Advisor
Chase approvals, when require
Track the Operations turnaround times with FI payments for correspondent bank charges
First point of escalation for billing requests for 2nd advising bank and counter guarantees
Support the billing governance team of supporting our collection of JPM charges
Tracing principal under clean documents where JPM has not confirmed and confirmed the LC and has not been paid
FI Marketing
Look at correspondent bank where JPM has an account with to speed up the reimbursement process
Support the operation workflow to resolve refusals, disputes, problematic transactions, unclear instruction from FI via 799 etc.
Build a library with foreign bank credit line with JPM Chase
Coordinate escalated issues, both operational
RMA requests
CIF updates
Updating routing guides
And Client Oriented
Analysis of customer behavior (number of refusals, discrepancy trends, response time, past due fees, cx (complaints, compliments))
Reporting of outstanding transactions with clients
Escalate client concerns and any issues to Sales (i.e., encryption emails)
Streamline processes in line with Trade priorities and feed into relevant improvement channels
Analyze 799 data to influence FIs to use structured messages to speed up the process
Support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.)
Account Management
Develop, maintain and broaden partnerships with Clients
Understand Clients’ business to predict their needs and provide appropriate solutions
Proactive outreach to platinum clients
Assist in developing and executing strategic Client plans
Promote use of self-service tools to reduce number of Client inquiries
Analyse payment and associated activities in order to identify efficiencies and cross sell opportunities
Promote sharing of experience and best practice across the Service team
Participate in and support Global Trade Finance initiatives
Identify opportunities for product development and enhancement
Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services)
Identify and escalate potential risk associated with Client activities
Record all Client interactions (e.g. calls, meetings, issues, proactive communications)
Escalate client concerns and any issues to Sales (i.e., encryption emails)
Participate & Present in client events
Conduct client training with Sales & Product teams
Job Requirements
Product knowledge preferable
Proven leadership skills and capable of delivering exceptional performance under pressure.
Strong focus on client satisfaction and the building of excellent relationships with our customers
Excellent planning and organization skills
Comfortable working within tight deadlines
Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization
Ability to develop and mobilise internal networks and resources
Ability to effectively use and manage multiple systems
Arabic and French language is an advantage
