JPMorgan Chase Commercial Bank - Client Service Senior Associate - Tenant Lease Team (Indianapolis, IN) in Indianapolis, Indiana
As a Client Service Senior Associate, you will report to a Client Service Manager as part of the Commercial Banking Service Center Tenant Lease team. Daily responsibilities include but are not limited to: frequent interaction with external clients and internal partners, working with various areas of the bank for client resolution, opening and monitoring cases in Service Portal, following up on requests, and frequent telephone communication. Written communication through email is essential between clients and internal partners at all levels of the firm. This position works with the client deal team to help onboard and implement new accounts and services to clients. You will be responsible for various tenant lease accounts as well as coaching responsibilities. This is a manager position and you will be responsible for various coaching and training activities with the team. In this position you will be responding to a multitude of queries from simple transactional items through treasury product maintenance and more complex problem solving queries from clients and internal partners and will resolve through your research and communicate mostly through email and phone. You will have exposure to and will need to become proficient in various systems including: Outlook, Service Portal, Customer Assist, CCA, Deal Manager, WDC, SAP, Taxport, KYC, OUI, Microsoft Office and Mainframe. You will be expected to adhere to all departmental and Commercial Banking guidelines. Core functional responsibilities and expectations include but are not limited to the following:
Understand client issues, be responsible for providing timely follow-up to clients and be accountable for client satisfaction through the ownership of the problem
Detail orientation and problem solving- Resolve issues by identifying underlying or hidden problems and patterns
Build knowledge of commercial treasury management products and services
Build knowledge of tenant lease products and services
Serve as a liaison between Relationship team, Operations, Treasury Management Sales and Implementations to provide the best service to the client, your department and the firm
Identify trends impacting clients and use the information to suggest ideas to improve the client experience
Expected to work independently with supervision and escalate complex issues as necessary to resolve customer requests in a timely manner
Serve as a player/coach for the team with production and client interaction responsibilities
Data skills- ability to work with large data, ability analyze and present data interpretations
Proficient PC skills: including Word, Excel and PowerPoint,
Outlook: Expert knowledge With outlook email, scheduling and task manager
Knowledge of CB Products
Ability to work on MS Access and other data base
Proficiency in SAS
Ability to interpret and work with financial balance sheets
Serving customers/clients and creating great experiences for them must appeal to you
Maturity in handling situation and ability to deal with conflicts constructively
Minimum 1 year of management experience
Project a confident and professional presence to our clients, other bank departments and the community
Ability to follow all established policies, procedures and practices
Ability to organize and prioritize work
Ability to work in a collaborative work environment and being part of a team.
Improving Customer Service: Anticipating the needs of clients and working to consistently meet those needs; providing and ensuring client satisfaction.
Collaborating: Using business knowledge and technical skill to solve client problems and enhance business results; collaborating with clients to develop and implement solutions.
Presenting: Conveying information and ideas to a group of people in a clear and interesting way; facilitating the exchange of ideas among the group.
Driving Leadership: Driving results by taking initiative.
Implementing Change: Taking the opportunity to spot, support and implement improvements.
Communicating: Delivering clear, consistent messages to others via email or the phone. Must have a strong ability to communicate via email with clients and internal partners.
Organizing: Prioritizing and executing initiatives, tasks and details in an efficient manner.
Influencing Others: Getting others to see something from a given perspective.
Making Decisions: Looking at options to evaluate risk and impact on the firm and other employees; owning your course of action.
Multi-tasking: Efficiently managing multiple projects at the same time.
Problem Solving: Developing innovative solutions to problems.
Planning and Management: Planning and executing short- and long-term projects.
Relationship Building: Cultivating new relationships to support clients; collaborating to build rapport.
Researching: Research and benchmark to best business practices, collate and analyze data, provide business recommendations, and manage stakeholders
Developing and Training People: Encouraging an employee's growth through formal training and one-on-one coaching.
- Bachelor’s degree
5 years of full time work experience
3 years of relevant experience in similar industry/work
1 year minimum if management experience
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.