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Commercial Banking - Client Service Manager | Los Angeles, CA

Req #: 170074108
Location: Los Angeles, CA, US
Job Category: Customer Service
Potential Referral Amount: 0 US Dollar (USD)
CCBSI The Corporate Client Banking & Specialized Industries group is part of Commercial Banking at JPMorgan Chase and focuses on U.S. and Canadian companies typically with revenues of over $500mm which require traditional banking services in addition to investment banking products.
Our competitive advantage is that we cover this market in a truly unique way – through a partnership between our corporate bankers and investment bankers who together build relationships with our clients and offer customized financial solutions.
Our investment bankers bring strategic ideas to clients, which are executed with investment banking products. Our corporate bankers sell commercial banking solutions and structure loan facilities for our clients. This approach brings together integrated financial solutions ranging from cash management to raising capital and structuring complicated financial solutions. Our business partners include Investment Banking, Corporate Derivatives Marketing, Treasury Services and Asset and Wealth Management, among others.

Client Service
The Client Service Manager is considered an integral part of the overall relationship team and is expected to openly and professionally communicate issues impacting the client to the assigned Banker and Treasury Management officer as necessary.  You will also coordinate with the assigned Treasury Management Sales Officer to promote appropriate bank products and receive mandates from the client to implement those products. Through the resolution of client issues you will be expected to perform root cause analysis and with the assistance of operational and product groups develop permanent solutions to the issue.  As a Manager you will also be expected to act as a subject matter expert on TS products within the Client Service organization and be an internal resource for the Client Service Analysts or Client Service Associates in your assigned work group.  
You will also manage direct reports comprised of Client Service Analysts, Client Service Associates, and Client Service Sr. Associates.  As such you will provide day-to-day management and technical guidance and have associated management responsibilities, such as:  Performance Management, Development, Training and overall staff readiness for your respective team.
Additional responsibilities include but are not limited to:
  • Proactively notify clients of operational issues that could impact their treasury operations
  • Actively participate in deal team meetings as new products and services are added to your client relationships
  • Maintain client profiles identifying account structures and products utilized
  • Actively manage client expectations and communicate clearly with all levels within the client as needed
  • Independently review client trends/issues, proactively discuss with the Treasury Management Officer solutions tailored to clients’ needs and provide high quality, high touch service
  • Proactively review account analysis in coordination with the Sales Associate to look for pricing inconsistencies and billing errors
  • Proactively review account analysis to look for ways to convert manual paper processes to paperless options and fraud prevention opportunities
  • Proactively work to determine service improvements and solicit client input and feedback on service satisfaction
  • Conduct annual relationship reviews with clients within the portfolio
  • Identify potential customer-level fraud exposure and recommend appropriate products to mitigate risk.
  • Research, follow up and resolve client inquiries/problems through interaction with clients, bankers, product partners, branch operations and other staff in a timely and professional manner
  • Monitor, review and approving/decline client refunds/adjustments within established empowerment levels
  • Facilitate the negotiation of core account and product documents as well as Blocked Account Agreements
  • Understand product enhancements the impact to client base and educate clients base as needed
  • Demonstrate thorough understanding of each clients’ authorization structure and adhere to client and bank requirements
  • For those with management responsibilities you will also be responsible for allocating CSP workloads, supporting audit self-assessment activities, certification of staff.

The final officer title and job grade is at the discretion of the firm and will be discussed at the time of offer.  It may be different than what is listed on the requisition based on candidate experience level. 

  • Bachelor’s degree strongly preferred and minimum 10 years equivalent work experience. Or CTP certification and 10 years of equivalent work experience
  • A minimum of five years or equivalent customer service, operations, sales or management experience preferably in the financial service industry
  • Strong interpersonal skills with proven supervisory abilities
  • Strong analytical and verbal and written communication skills
  • Strong organizational and time management skills with ability to manage competing priorities
  • Demonstrated, consistent professional presence with the ability to adapt to evolving needs and situations.
  • Documented history of independent decision making and problem solving skills
  • Extensive knowledge of deposit and treasury products, payment systems, and associated regulatory environments including KYC and account  documentation
  • Thorough knowledge of financial exposure and operational risk related to transactions associated with bank products and services
  • Ability to understand complex customer structures
  • Strong presentation skills and professional presence
  • Proficient in all Microsoft Office products
  • Strong interpersonal skills with proven supervisory abilities
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