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Job summary:

As a Client Facing & Client Service Account Manager within the Global Trade Client Service Organization, you will be responsible for maintaining and enhancing our client service standards. You will build relationships with corporate clients and local correspondent banks, acting as the client's trusted advisor. Your knowledge of Trade Finance products will be crucial in providing transparency within the lifecycle of a transaction. This role is critical in improving the overall client experience and you will act as the first point of escalation for various teams.

Job responsibilities:

Manage Client queries, building relationships with the Clients and Internal Stakeholders. Manage FI Clients and ensure the local guarantee are timely processed by the foreign bank and help streamlining text review coordination with Advisory Chase approvals and track the Operations turnaround times with Operations/ FI payments for correspondent bank charges and coordinate escalated issues. Be the first point of escalation for billing requests for 2nd advising bank and counter guarantee and support the billing governance team of supporting our collection of JPM charges. Tracing principal under clean documents where JPM has not confirmed and confirmed the LC and has not been paid. Look at correspondent bank where JPM has an account with to speed up the reimbursement process. Ensure support to the operation workflow to resolve refusals, disputes, problematic transactions, unclear instruction from FI via 799 etc. and also, build a library with foreign bank credit line with JPM Chase. Along with above, should have thorough knowledge in Fixed Income Marketing, RMA requests, CIF updates, updating routing guides. Conduct analysis of customer behavior, keep a track on number of refusals, discrepancy trends, response time, past due fees, cx (complaints, compliments) Reporting of outstanding transactions with clients, escalate client concerns and any issues to Sales (i.e., encryption emails). Streamline processes in line with Trade priorities and feed into relevant improvement channels, analyze 799 data to influence FIs to use structured messages to speed up the process and support sales and client visits by producing stewardship report (volume, issues, fees collected, etc.). Understand Clients’ business to predict their needs and provide appropriate solutions. Assist in developing and executing strategic client plans, promote use of self-service tools to reduce number of client inquiries and analyze payment and associated activities in order to identify efficiencies and cross sell opportunities. Promote sharing of experience and best practice across the Service team, participate in and support Global Trade Finance initiatives, identify opportunities for product development and enhancement.

Required qualifications, capabilities, and skills:

Proven leadership skills and capable of delivering exceptional performance under pressure. Strong focus on client satisfaction and the building of excellent relationships with our customers  Excellent planning and organization skills, Comfortable working within tight deadlines Ability to operate in a collaborative environment and must possess strong interpersonal skills necessary to work effectively with colleagues at various levels of the organization Ability to develop and mobilize internal networks and resources, ability to effectively use and manage multiple systems Experience in managing/leading teams, Account Management Proactive outreach to platinum clients  Develop, maintain and broaden partnerships with Clients

Preferred qualifications, capabilities, and skills:

Relevant Bachelors/ Master’s degree Minimum 5 years of experience Product knowledge preferable Develop internal partnerships (e.g. Sales, Operations, Product, Securities Services), Identify and escalate potential risk associated with Client activities Record all Client interactions (e.g. calls, meetings, issues, proactive communications), Escalate client concerns and any issues to Sales (i.e., encryption emails) Participate & Present in client events, Conduct client training with Sales & Product teams