Wholesale Payments Client Service Account Manager - fluent in French, English & German - Associate (m/f/d) - Frankfurt Wholesale Payments Client Service Account Manager  …

J.P.Morgan
in Frankfurt am Main, Hessen, Germany
Permanent, Full time
Be the first to apply
Competitive
J.P.Morgan
in Frankfurt am Main, Hessen, Germany
Permanent, Full time
Be the first to apply
Competitive
Wholesale Payments Client Service Account Manager - fluent in French, English & German - Associate (m/f/d) - Frankfurt
Wholesale Payments Client Service Account Manager - fluent in French, German & English : A Client Service Account Manager (CSAM) is the 'window' into J.P Morgan Wholesale 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 organisation. The CSAM is the client's champion and is empowered to identify process improvements, opportunities for growth and has full responsibility for delivering regular "Service Reviews" with clients either in person or remotely. A CSAM must 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.

Key Responsibilities
  • Responsible for the Client experience across all aspects of their day to day relationship with JPMorgan
  • 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
  • Understand organisational structure in order to be able to communicate and remediate Client impacting issues promptly and effectively
  • Understand the Client's business to anticipate their servicing needs and provide appropriate support and solutions (become the Client's champion)
  • 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
  • Analyse the end to end payment process and associated activities in order to identify related efficiencies
  • Participate in and support WP business initiatives that will positively impact the Client experience
  • Identify and effectively communicate internally all opportunities for WP 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
  • Record all Client interactions using the appropriate business tools and use this data to identify themes, trends and service improvement opportunities
Qualifications / Experience
  • Fluent in English, French and German
  • Excellent verbal and written communication skills, including executive communication skills
  • Ability to work effectively under pressure
  • In depth understanding of the importance of our Diversity, Equity and Inclusion philosophy
  • Strong organisational skills; ability to manage multiple priorities whilst meeting deadlines
  • Ability to develop and mobilise internal network, key stakeholders and associated resources
  • Strong Customer-facing / relationship management experience
  • Keen interest in the Banking digital technology transformation agenda
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