JPMorgan Chase Client Service Manager (AVP/Associate) in Tampa, Florida
JPMorgan Chase is a leading global financial services firm with assets of $1.1 trillion and operations in more than 50 countries. The firm is a leader in investment banking, financial services for consumers and businesses, financial transaction processing, asset and wealth management, and private equity. Under the JPMorgan, Chase and Bank One brands, the firm serves millions of consumers in the United States and many of the world's most prominent corporate, institutional and government clients.
About JPMorgan Treasury Services
The Treasury Services (www.jpmorganchase.com/ts) business of JPMorgan Chase is a top-ranked, full-service provider of innovative payment, collection, liquidity and investment management, trade finance, logistics, commercial card and information solutions to corporations, financial services institutions, middle market companies, small businesses, governments and municipalities worldwide. With more than 50,000 clients and operations in 36 countries, JPMorgan Chase Treasury Services is one of the world's largest providers of treasury management services.
The Transmission Support Team provides high quality technical and transactional support via phone and email. Our specialists serve as the primary support contact for internal and external clients utilizing various file delivery & API based services for both transaction initiation and reporting . The specialists will also be responsible for performing routine tasks and participating in departmental projects.
As a Client Service Manager your role will be two-fold, both managing a team of Transmission Support specialists, as well as acting as an Escalation Manager. This role requires extensive cross-organizational reporting, executive communications, and interactions with business partners at all levels across multiple lines of business. You will also be responsible for ensuring daily tasks are completed, in addition to leading and participating in departmental projects. You will be challenged to stretch outside your comfort zone, learn new things, and to challenge the status quo, helping the team evolve to better meet the needs of our clients and internal partners.
Responsibilities will include:
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.
Escalation Management, partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
Drive enhancements/innovation within existing processes/policies in order to promote client experience improvements or reductions in call & email volumes/durations.
Thought leadership, follow through and execution as it relates to driving efficiencies and/or EOS initiatives
Support the development and maintenance of policies, procedures, and training materials.
Demonstrate a strong understanding of the Process and Business by participating in/ leading key Business Priorities, across geographies
Drive awareness and think outside the box when it comes to risks; positively promote compliance across the organization.
Safeguard sensitive and/or client (PII) information while ensuring timely escalation and reporting of potential fraud or security breaches as per policy
5+ years of Customer Service experience.
2+ people management experience
2+ years of Technical Support experience (Preferred)
Extensive knowledge of deposit, treasury and credit products, payment services, regulations, and related procedures. (Preferred)
Flexible to work in night shifts and/or weekends
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.
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.
Equal Opportunity Employer/Disability/Veterans