Join our dynamic team as a Client Service Delivery Associate I and become a vital part of our mission to elevate client experiences.
As a Client Service Delivery Associate I within JPMorganChase, you will play a pivotal role in delivering exceptional customer service and operational support to our clients. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will leverage your broad knowledge of banking principles and practices to make informed decisions that impact our team and departmental goals. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships.
The Commission Management team is responsible for looking after commission agreements that allow investment managers to separately pay the broker for trade execution and ask that the remaining commission be allocated to a client account, where the investment manager would accrue CSA credits and use them to pay eligible research/brokerage providers.
The team is recruiting an associate who will have wide-ranging responsibilities in performing this role, ranging from daily control functions, trade break investigations and reconciliations, vendor documentation, legal documentation, tax governance to accommodating ad hoc tasks from the trading desk and the other operational teams with whom we partner. The successful candidate will be expected to build a solid understanding of front to back trade flows and equity systems infrastructure. Developing strong working relationships with a wide range of both regional and global middle, back office, technology and finance teams will be essential to succeed in this role. The right candidate will preferably have an operations background, strong analytical skills, and needs to be able to work efficiently in a fast paced, high volume environment.
Job responsibilities
- Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
- Protect both the client and the institution from potential financial and reputational damage.
- Contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation to ensure smooth transitions during operational changes.
- Utilize your knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations.
- Participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery.
- Reconcile and manage trades, including coordination of payments to vendors on behalf of CSA clients.
- Manage trade exceptions and partnering with other MO and FO teams globally to resolve issues.
- Perform a variety of daily control functions and create ad hoc reports for MO and FO management.
- Identify process weaknesses and work with technology teams to implement solutions.
Required qualifications, capabilities, and skills
- 3+ years of experience or equivalent expertise in a client service role within a financial institution.
- Excellent influencing, negotiation, and communication skills, with the ability to develop and maintain collaborative relationships.
- Experience in change management, with the ability to facilitate strategic communications and mitigate stakeholder impact.
- Proficiency in digital literacy, with a willingness to understand and implement new/emerging technologies that impact business operations.
- Understanding of the JPM Equity business, infrastructure, trade flows, and control environment.
- Experience in an operations role with strong analytical and problem-solving skills.
- Self-motivated, self-starter with the ability to multitask and work under pressure, prioritizing duties according to risk and client profiles.
- Excellent communication and interpersonal skills, ability to partner with teams across Operations, technology, finance, and the front office.
- Experience in Microsoft Excel.
Preferred qualifications, capabilities, and skills
- Ability to analyze a process and recommend ways to improve quality, control, and efficiency.
- Drive continuous improvement initiatives for high-quality client experiences.
- Experience in client-facing roles working across multiple business areas and/or functions to deliver results.
- Analytical, problem-solving, critical thinking, and decision-making skills, with the ability to work independently and multi-task in a fast-paced environment.
