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Commercial Bank - Client Service Manager - Real Estate Banking (Dallas, TX)

Req #: 180006378
Location: Dallas, TX, US
Job Category: Customer Service
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 Manager for REB, you will be working in the CCB Financial Institutions Group and will report to a Sr. Client Service Manager. You will be responsible for overall day-to-day management of Client Service Associates on the Insurance service team.  The team consists of 10 associates located in Brooklyn, NY, Dallas, TX and Chicago, IL.  Management responsibilities include: Performance Management, Employee Development, Training and Staff Readiness.  Core functional responsibilities and expectations include but are not limited to the following: 
  • Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings.
  • Evaluate staff performance and provide feedback via informal and formal discussions.
  • Manage and/or escalate performance issues and work with Human Resources to properly document issues/warnings
  • Manage team portfolio coverage (vacations, out of offices, training)
  • Proactively manage teams’ work volumes and action items accurately within established deadlines and in accordance with existing policies and procedures
  • Manage client initiatives and remediations
  • Portfolio and workload assessment for client assignments with an eye to aligning Top Priority Clients to Top Talent
  • Must be very familiar with the market’s business resiliency contingency plans both for intra-day situations (e.g. system malfunctions, power outages etc.), and in case of an emergency (e.g. weather related situations work events, crisis)
  • Adhere to all JP Morgan Chase departmental policies and procedures and enforce associates to do the same.
  • Conduct monthly review of auditable items as provided via the Consolidated Market Reporting
  • Evaluate and provide applicable approvals for exception processes.
  • Actively engage, research, follow-up and resolve escalated client issues and problems through effective interaction with clients, bankers, product partners, branch/operations areas and other staff in a timely and professional manner
  • Maintain and reinforce a positive attitude to maintain a high morale within their teams and address detrimental influences quickly
  • Actively participate during Banker/Sales and Product Partner meetings
  • Influence and drive the execution of the JP Morgan Brand and Culture of Exceptional Quality in Service for a consistent positive Client Experience with every client interaction

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.

  • Excellent verbal and written communication skills
  • Strong leadership and management abilities; must be able to think strategically
  • Ability to build and lead effective, diverse teams
  • Strong time management skills and ability to handle competing priorities
  • Ability to adapt to a rapidly changing business and technology environment; must be a change leader
  • Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
  • Disciplined approach to managing and acting upon key reports and audits
  • Refined professional presentation skills and face to face client servicing background
  • Excellent judgment and decision making skills
Required Experience:
  • Bachelor’s degree strongly preferred and 10 years equivalent work experience with 5 years in customer service
  • Minimum of 1 year management experience
  • A self-starter who does not require close supervision
  • Proficient PC skills including Word, Excel and PowerPoint

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