• JPMorgan Chase Jobs, Egypt | Client Facing & Client Service Account Manager

    JPMorgan Chase Jobs, Egypt | Client Facing & Client Service Account Manager

    Location: Egypt

    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

    Job Details

    Company: JPMorgan Chase & Co.

    Employment Type: Full-time

    Job Location: Cairo, Egypt