Client Service Manager

Company: JPMorgan Chase Bank, N.A.
Location: Elgin
Posted on: January 21, 2023

Job Description:

As the Payables and Receivables Client Service manager within the Payments Solution Center you will provide support to a team of service analyst. In addition to supporting and managing the service team for internal and external clients via inbound/outbound telephone calls and e-mail on a variety of technical issues for a wide range of web-based and internal applications. You will act as a manager to lead a staff of analyst to assist in resolving the clients queries and act as reference/escalation point on technical, and audit-related matters. Reduce missed opportunities and drive operational efficiencies, recognize, and act on opportunities to improve and document processes that support the team and business partners. The role is ever expanding and having the ability to work on strategy to cross leverage other teams within the organization. This role requires a wide variety of strength and capabilities, including, but not limited to:

• High degree of professionalism
• Strong attention to detail
• Ability to work under pressure, prioritize, and meet tight deadlines
• Excellent written and verbal communication skills
• Skilled at identifying and implementing process and communication improvements
• Outstanding customer service and technical skills
• Manage multiple projects and issues
• Strong commitment and follow-through for all task
• Solid analytical and organizational skills
• High level of flexibility
• Position is located in Elgin, IL Responsibilities Day-to-day duties include, but are not limited to:
  • Manage people/resources appropriately to ensure that we meet or exceed network and skill level SLAs for all channels.
  • Provide oversight of work queues and required daily tasks. Ensuring activities are completed within established SLAs.
  • Provide coaching to team members to address performance concerns and to promote professional development and growth.
  • Act as a liaison between our external clients, internal business partners, for example, Technology, Implementation and Product teams
  • Document, triage, and communicate client issues and requests
  • Facilitate internal/external conference calls
  • Produce ad-hoc reporting on behalf of the client and/or senior management
  • Act as liaison between clients and JPM
  • Support and manage off-hours emergency client request and release activities as required
  • Identify process improvement and own execution in some instances
  • Responding to client request, via phone coverage/email request within defined SLAs
  • The ability to investigate and solve complex technical problems
  • Present findings and recommendations to key management and leaders, including the client with regards to root cause analysis for complex technical issues
  • Work closely with senior client contacts in cross-functional business to resolve technical issues.
  • Ad-hoc projects as assigned Qualifications:
    • 5+ years of Customer Service experience.
    • 2+ people management experience
    • 2+ years of Technical Support experience
    • Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures. (Preferred)
    • Able to work on holidays and outside of normal coverage times as needed.
    • Ability to work in a fast-paced performance driven environment.
    • Ability to quickly adapt and learn new products and technologies
    • Self-motivated and self-managing, demonstrating sound judgment and effective decision making.
    • Effective analytical approach and complex problem-solving skills.
    • Effective time management and organizational skills
    • Ability to prioritize, handle multiple tasks and work under pressure in a team environment
    • Intermediate MS Office and standard PC skills.
    • Strong verbal and written communication skills.
    • Able to translate complex technical information into simple terms.
    • Ability to communicate and consult with clients concerning highly sensitive information
    • Able to build and maintain good working relationships with business partners. Mobilizing resources across teams when needed to address client concerns.
    • Results oriented and sustainable high-performance record
    • A proactive approach to problem solving, taking ownership of issues, and having the determination to follow through. Escalate issues as appropriate. Education:
      • Minimum BS degree or equivalent work experience
      • Significant work experience may be considered in lieu of a degree JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management. 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. The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment. As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law. We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.Equal Opportunity Employer/Disability/Veterans

Keywords: JPMorgan Chase Bank, N.A., Elgin , Client Service Manager, Accounting, Auditing , Elgin, Illinois