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Commercial Bank - Client Service Sr. Associate – Real Estate Banking (New York, NY)

Req #: 170104943
Location: New York, NY, US
Job Category: Account Servicing
Potential Referral Amount: 0 US Dollar (USD)
About REB
Real Estate Banking (REB) delivers commercial real estate and banking products to top-tier clients active in major markets across the U.S. Primary property types include multifamily, retail, office and industrial properties. REB clients are top-tier national and regional real estate developers, investors, Real Estate Operating Companies (REOCs), Real Estate Investment Trusts (REITs) and opportunity and investment funds.

REB has broad national capabilities and expertise in real estate credit, including:
  • Commercial and multifamily construction
  • Acquisitions
  • Structured revolving facilities
  • Term mortgage lending
  • Subscription facilities
The business also often assembles and manages large multi-bank syndications to finance institutional quality real estate investments for clients at both the asset and entity level.
Client Service
As a Client Service Sr. Associate for REB, you will serve as the primary service point of contact for a designated portfolio of clients.  The Sr. Associate is expected to be the client advocate and be ultimately responsible for the client experience through the handling of the service and account management needs of designated high profile REB clients who utilize complex domestic and international depository and treasury products.  As a Sr. Associate you will be expected to work independently with clients to understand their business needs and associated treasury service relationship and exhibit the skill set necessary to make high dollar and high impact decisions independently without the need to further escalate.
The Sr. Associate 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 Sr. Associate 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 may also manage 2-4 direct reports comprised of Client Service Analysts and/or Client Service 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
  • 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 (for managers)
  • Strong analytical and verbal and written communication skills
  • Strong organizational and time management skills
  • Strong interpersonal skills
  • 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 image
  • Proficient in all Microsoft Office products
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