A Client Service Account Manager (CSAM) is the ‘window’ into J.P Morgan Payments and is the primary point of contact for our clients. A CSAM is responsible for delivering best in class service and strives to achieve 100% client satisfaction by building deep and meaningful relationships with key contacts within a client’s organization.
As a Client Service Account Manager in our Payments team, you will be the client’s champion, empowered to identify process improvements, opportunities for growth and will have full responsibility for delivering regular “Service Reviews” with clients either in person or remotely. You will develop an excellent understanding of the client’s primary business, the products and services they receive from J.P. Morgan and collaborate with other J.P Morgan key stakeholders to ensure we provide a seamless client experience.
Job responsibilities
- Be responsible for the Client experience across all aspects of their day to day relationship with JPMorgan Payments and understand the Client’s business to anticipate their servicing needs and provide appropriate support and solutions
- Maintain an accurate and active service temperature check for all Clients within the CSAM’s portfolio. Identify and remediate service issues that impact the Client
- Assist in developing and executing jointly agreed service plans that focus on process improvements for Clients. Promote use of our electronic service tools to allow Clients to easily find the payment related information they require
- Analyze the end to end payment process and associated activities in order to identify related efficiencies
- Participate in and support Payments business initiatives that will positively impact the Client experience
- Identify and effectively communicate internally all opportunities for Payments product development
- Develop strong and trusted internal partnerships (e.g. Sales, Operations, Product, other lines of business). Identify and escalate potential risk associated with Client activities
Required qualifications, capabilities, and skills
- Fluent English, German and French
- Strong Customer-facing / relationship management experience in similar area
- Ability to develop and mobilize internal network, key stakeholders and associated resources
- Keen interest in the Banking digital technology transformation agenda
- In depth understanding of the importance of our Diversity, Opportunity and Inclusion philosophy
- Strong organizational skills; ability to manage multiple priorities whilst meeting deadlines and effectively work under pressure
