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CIB - Treasury Services - Client Services Account Manager (CSAM) - Public Sector & Financial Institutions (FIs) - Associate - Luxembourg

Req #: 170124027
Location: Senningerberg, L, LU
Job Category: Relationship Management/Sales
Job Description:
The Treasury Services (TS) Customer Service function is here to support customers that use our TS Cash Management services. Our clients are a range of Financial Institutions, Public Sector and Corporate clients across the Middle East, Turkey, Africa, Russia & CIS region. The Service team is a group of diverse individuals across the region, all who provide dynamic teamwork, partnership and service excellence to our clients.
 
The position is to support our clients specifically but not limited to Public Sector with their day to day payments and cash management enquiries by, phone and email correspondence. The role requires a candidate who displays leadership qualities, is flexible with their approach, possesses excellent customer service skills, is able to deal with clients and internal stakeholders at all levels, remains calm under pressure and is a strong team player.
 
Key Accountabilities/ Major Responsibilities:
  • Be the first point of contact for TS clients' daily servicing needs relating to cash management
  • Determine and analyse issues raised and ensure suitability of solutions proposed
  • Provide answers to queries immediately where possible, and/or initiate investigation when a case has been assigned
  • Take ownership in pending cases follow-up and provide proactive updates to clients
  • Perform root cause analysis of defects, issues and non-compliance of service levels
  • Identify and escalate issues in a timely manner
  • Log customers' inquiries and ensure that cases are closed timely
  • Proactive client communication with client visits
  • Ensure risk/compliance guidelines are followed at all times
  • Achieve target Client Service Key Performance Indicators
  • Increase client satisfaction as measured by client satisfaction survey results
  • Make suggestions to both clients and internal for improving business processes
  • Act as a first point of escalation for client
  • Handle complex investigations / escalations
  • Prepare monthly reports
  • Serve as a mentor to less senior team members
General Knowledge and Experience Required:
  • Previous experience in customer service or front office role, exposure to financial institutions and public sector is a plus
  • Understanding of the clearing sustems such as SWIFT and other various local clearing systems
  • Banking experience, in particular payments and cash management
  • Ability to work under pressure, multi task and meet set deadlines
  • Must be organised, details oriented and have excellent communication and problem solving skills
  • Ability to take ownership and drive the client experience
  • Proficient computer skills
  • A passion for learning and self-development
J.P. Morgan serves one of the largest client franchises in the world. Our clients include corporations, institutional investors, hedge funds, governments and affluent individuals in more than 100 countries. J.P. Morgan is part of JPMorgan Chase & Co. (NYSE: JPM), a leading global financial services firm with assets of $2.1 trillion.  The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management, and private equity. A component of the Dow Jones Industrial Average, JPMorgan Chase serves millions of clients and consumers under its JPMorgan and Chase, and WaMu brands.
 
J.P. Morgan offers an exceptional benefits program and a highly competitive compensation package.
J.P. Morgan is an Equal Opportunity Employer
 
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