J.P. Morgan Asset & Wealth Management, with client assets of $2.8 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.
J.P. Morgan Wealth Management is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to Ultra High Net Worth individuals and families around the world. We deliver highly customized and comprehensive solutions to help clients with the many complexities they face by leveraging the commercial and investment banking capabilities of the firm.
Wealth Management is involved with every facet of wealth management, including investments, wealth structuring, philanthropy, liquidity and credit management, and tax and estate planning. Our business model focuses on deep client relationships, an integrated team structure and a platform of depth and breadth.
The Client Service Group is responsible for managing and facilitating the daily unique and complex service needs of the Private Bank’s client base. Service is delivered in a team-based model with key locations in the US, Latin America, Europe, the Middle East, Africa and Asia.
The Private Banking Personal Assistant Service team is a group within J.P. Morgan Private Bank that offers "white glove" service to high-net worth clients. The team assists clients with moving their checking accounts from competitor banks to J.P. Morgan. The specialist will serve as a point of contact for each client and will be directly responsible for the overall client experience. Basic banking product knowledge and an understanding of operational flows are required to support this position. The specialist will also be required to have the requisite skills to recognize service opportunities to refer bank products and services.
Typical Job Duties & Expectations
The Banking Personal Assistant Specialist is primarily responsible for ensuring the customer experience is world class and that issues are resolved accurately and expediently. He/she should be able to meet the following expectations:
Ability to assess clients’ banking statements and determine all direct debits, deposits and online bill pay transactions that need to be transitioned from the competitor bank to J.P. Morgan
Work proactively with clients via phone and email to understand their entire checking activity and readily identify the various tasks that need to occur to fully transition their accounts
Interface with various bill pay vendors and the client to seamlessly transition direct debits and work with the client to obtain necessary forms and approvals in a timely fashion
Interface with client service and bankers/client advisors to understand the nuances of various clients and their banking relationships
Ability to navigate internal systems to facilitate various electronic banking tasks
Use a high level of customer service skills in order to defuse potentially difficult and/or upset customers and complex issues
Ability to assess clients’ accounts in instances of fraud and assist clients in a timely manner to remediate these situations
Take the initiative to follow-up with clients to ensure that our service level agreement is met for each client
- Preferred – At least two years or the equivalent customer service or operations experience, primarily in the banking or financial service industry
- An evidenced and accomplished history of independent problem solving work
- Strong interpersonal skills with proven leadership abilities
- Command strong ability to use various bank systems
- Excellent oral and written communications skills
- Ability to multi-task and work under pressure in a team environment
- Flexibility to work overtime as required by the business