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:
Understandclient issues, be responsible for providing timely follow-up to clientsand be accountable for client satisfaction through the ownership of theproblem
Detailorientation and problem solving- Resolve issues by identifying underlyingor hidden problems and patterns
Buildknowledge of commercial treasury management products and services
Buildknowledge of tenant lease products and services
Serveas a liaison between Relationship team, Operations, Treasury ManagementSales and Implementations to provide the best service to the client, yourdepartment and the firm
Identifytrends impacting clients and use the information to suggest ideas toimprove the client experience
Expectedto work independently with supervision and escalate complex issues asnecessary to resolve customer requests in a timely manner
Serveas a player/coach for the team with production and client interactionresponsibilities
Data skills- ability to work withlarge data, ability analyze and present data interpretations
Proficient PC skills: including Word, Excel and PowerPoint,
Outlook: Expert knowledgeWith 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 balancesheets
Serving customers/clients and creating great experiencesfor them must appeal to you
Maturity in handling situation and ability to deal withconflicts constructively
Minimum 1 year of management experience
Project a confident andprofessional presence to our clients, other bank departments and the community
Ability to follow allestablished policies, procedures and practices
Ability to organize andprioritize work
Ability to work in acollaborative work environment and being part of a team.
Improving Customer Service: Anticipating theneeds of clients and working to consistently meet those needs; providingand ensuring client satisfaction.
Collaborating: Using businessknowledge and technical skill to solve client problems and enhance businessresults; collaborating with clients to develop and implement solutions.
Presenting: Conveying informationand ideas to a group of people in a clear and interesting way; facilitating theexchange of ideas among the group.
Driving Leadership: Driving results bytaking initiative.
Implementing Change: Taking the opportunityto spot, support and implement improvements.
Communicating: Delivering clear,consistent messages to others via email or the phone. Must have a strong ability to communicate viaemail with clients and internal partners.
Organizing: Prioritizing andexecuting initiatives, tasks and details in an efficient manner.
Influencing Others: Getting others to seesomething from a given perspective.
Making Decisions: Looking at options toevaluate risk and impact on the firm and other employees; owning your course ofaction.
Multi-tasking: Efficiently managingmultiple projects at the same time.
Problem Solving: Developing innovativesolutions to problems.
Planning and Management: Planning and executingshort- and long-term projects.
Relationship Building: Cultivating newrelationships to support clients; collaborating to build rapport.
Researching: Research and benchmark to best business practices, collateand analyze data, provide business recommendations, and manage stakeholders
Developing and Training People: Encouraging anemployee'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 similarindustry/work
1 year minimum if management experience
JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.