Client Service Account Manager - Senior Associate

The TS Client Services team is responsible to support our clients in the day-to-day needs of the Local/Int´L Cash Management Products. Client Services team is focused in providing the best in class services to our clients contributing to increase of the JP Morgan businesses. The main purpose of this position is to act as clients’ primary point of contact for their day-to-day treasury operations. As a Client Service Account Manager (CSAM) you will be accountable for a portfolio of key Wholesale Payment clients acting as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency. 

The CSAM ensures clients' needs and expectations are formally discussed and analyzed to maintain quality standards, managing efficiently incoming telephone calls, emails as well as the administrative portion associated to account maintenances and the business as usual. 

The CSAM will act as the client advocate and drive internal coordination by partnering with Sales, Product, Operations, Technology, Risk and Compliance to deliver service excellence. As the Client Service Account manager you will also support ongoing overall relationship health monitoring to forecast client “temperature” and facilitate regular discussion with Sales team. 

Job Responsibilities:

• Direct responsible for Service Support for Multi-National clients.  
• Clients central point of resolution and escalation for service issues; liaison with bank partners for issue management, with full ownership of the service relationship and client experience. 
• Full ownership regarding problem solving and escalation, to ensure timely resolution.
• Acts as proactive partner, reaching out to clients to assess progress, client satisfaction, and potential impediments to a high level of service satisfaction. 
• Identifies and addresses product/service gaps and development opportunities, leveraging the full array of Treasury Services product capabilities.
• Partners with Sales to develop an annual Client-specific service strategy plan for clients within portfolio. 
• Adheres to and ensures client's compliance with risk policies/practices and educates clients on new legal/regulatory/cyber changes. 

Required Qualifications, Capabilities and Skills:

• Ability to analyze client behavior and trends to propose service efficiencies.
• Bachelor's degree in Business Administration, Economics, Finance, International Relations, Engineering or related fields. 
• Fluency in English (written and verbal) is mandatory; Portuguese required. 
• Previous experience in Client Services, Treasury Services, Cash Management, Corporate Banking, Payments, Operations, Customer Success, or related financial services areas. 
• Strong understanding of treasury products and payment solutions, including domestic and cross-border payments, collections, cash management and account services. 
• Demonstrated ability to manage multiple priorities and work effectively under pressure in a fast-paced environment. 
• Excellent problem-solving and analytical skills, with the ability to identify root causes and drive resolution across multiple stakeholders. 
• Strong client-facing and relationship management skills, with a focus on delivering an exceptional client experience.
• Ability to build partnerships and influence stakeholders across Sales, Product, Operations, Technology, Risk, Compliance and Implementation teams.
• Team player with a collaborative attitude and commitment to fostering an inclusive and high-performance culture

Preferred Qualifications, Capabilities and Skills:

• Spanish is a plus.