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Client Service Associate II
mid · Other
Join our dynamic team as a Client Service Delivery Associate II and become a vital part of our mission to elevate client experiences.
As a Client Service Delivery Associate II within JPMorganChase, you will play a pivotal role in enhancing our client relationships by providing exceptional customer service and operational support. Your broad knowledge of banking principles and practices will be instrumental in addressing client inquiries, processing transactions, and troubleshooting complex issues. Your proficiency in strategic planning and change management will enable you to identify opportunities for improvement and drive initiatives that enhance service delivery. Your role will also involve liaising with various departments, ensuring compliance with technical standards and policies, and making decisions that have a direct impact on our departmental outcomes. Your ability to influence and manage internal stakeholders will be key in achieving our shared goals.
Job responsibilities
- Deliver comprehensive client service by troubleshooting issues and protecting against financial and reputational damage.
- Facilitate change management processes, ensuring strategic communications and mitigating stakeholder impact.
- Advise clients using market product knowledge while maintaining awareness of industry practices.
- Optimize service delivery by implementing process automation initiatives and building strong client relationships.
- Monitor and resolve trade discrepancies, conducting root cause analysis and managing fails effectively.
- Own service delivery for a portfolio of complex clients and lead senior‑level service reviews.
- Lead incident management and stakeholder communications; ensure durable remediation and prevention while meeting SLAs.
- Use SLA/KPI trends to tell a clear story, agree actions with clients, and track outcomes to closure.
- Plan and coordinate client operating‑model/reporting changes and migrations with partner teams; ensure readiness and stable go‑live.
- Lead client due‑diligence meetings and responses; maintain client‑ready decks and evidence.
- Drive standardisation, playbooks and documentation across accounts and locations.
Required qualifications, capabilities, and skills
- Demonstrated proficiency in detecting and preventing fraudulent transactions to protect clients and the institution.
- Ability to liaise with various departments to ensure compliance with technical standards and organizational policies.
- Skill in influencing and managing internal stakeholders to drive mutually beneficial outcomes and develop collaborative relationships.
- Expertise in facilitating change management and strategic communication with strong negotiation and communication skills.
- Proficiency in digital literacy and the implementation of emerging technologies.
- Strong analytical, technical, and problem-solving skills with keen attention to detail.
- Experience in a client service role within a financial institution.
- Deep understanding of fund accounting operations and controls; clearly articulate client impacts and trade‑offs.
- Proven experience leading incident management and remediation with measurable SLA/KPI improvements.
- Proficiency with Microsoft Excel (analysis, pivots, lookups) and PowerPoint; produce concise client‑ready decks.
- Demonstrated ability to coordinate cross‑functional change and migrations with clear acceptance and post‑implementation checks.
Preferred qualifications, capabilities and skills
- Capability to analyze processes and recommend improvements for quality and efficiency.
- Skill in driving continuous improvement initiatives to enhance client experiences.
- Experience in client-facing roles across multiple business areas and functions.
- Strong analytical, problem-solving, and decision-making skills for effective independent work.
- Knowledge of the securities industry and back-office operations, with the ability to proactively identify areas for improvement.
- Design and maintain SOPs/runbooks and service metrics for your accounts.
- Apply BI/automation tools (Power BI/Tableau, Alteryx/Python) to create insights or streamline tasks.