The Treasury Services Client Service Account Manager (CSAM) provides service oversight to complex top tier clients whose operating model engages multiple products and geographies. The CSAM is the ultimate point of accountability for service performance, and serves to articulate project approaches, strategies, and performance metrics to the appropriate lead contacts within the client company. The CSAM also leads the internal JPMorgan tactical efforts which result in exceeding the client’s expectations. The CSAM is responsible for maintaining the highest level of client satisfaction, sustaining a long term client relationship through adherence to the fundamentals of service excellence, which include problem solving, new business on-boarding oversight, and proactive performance analysis and communication. The most effective CSAM is a partner with the client, offering pertinent information to ensure the success of the client’s treasury office. This position requires a broad knowledge of Treasury Services products, and in-depth customer service experience.
Success in this position is achieved by high energy, self motivated, highly organized, articulate talent. The CSAM serves as the point of escalation to resolve client concerns, while alerting TS leadership to evolving performance trends and challenges. Classic activities include:
Ø Minimum of 2 on site client visits per year ensuring site presence in relevant geographies
Ø Weekly team review meetings to ensure all touch points and requests are coordinated and addressed
Ø Relationship strategy reviews and coordination with sales, and relevant partner LOBs
Ø Implementation oversight to ensure high quality, timely execution
Ø Product needs assessments and coordination with product
o Delivers the Whole Firm – generates sales referrals as appropriate
o Analysis of client disputes, offering solutions that fit both client and company needs
Ø Revenue run-off monitoring to alert sales team in the event of significant variances
Ø Responding to incoming phone and e-mail inquiries,
Ø Coordination and resolution of ad hoc requests, investigations and resolution of complex problems
Ø Analysis of service performance by client operating units
Ø Producing client presentations
The incumbent works closely with sales and relationship colleagues to ensure the very best of the firm is delivered to the client. It is expected that time-sensitive transactions, problem resolutions and non-standard instructions are handled in a manner which complies with Bank and department policies and procedures, and minimizes risk to both the firm and the client. Additionally, CSAMs are expected to use product and operations knowledge to refer deeper wallet penetration opportunities to sales; be aware of client credit worthiness; know the client's business and internal workflows; identify ways to streamline workflows to mitigate risk; and participate and support project initiatives as identified by management.
· 4 years client service experience
· Cash management knowledge/experience preferred
· Strong verbal & written communication skills
· Strong presentation skills
· Bachelor’s Degree preferred
· Candidates should be high integrity self starters
Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
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