Client Service - Associate II

JPMorgan Chase & Co.•Jersey City, NJ

10d•$85,500 - $123,000

About The Position

This role provides comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues. The associate will protect the client and the institution from potential financial and reputational damage. They will contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation. The role involves utilizing knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations. Additionally, the associate will participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery. This position serves as a single point of contact for Prime Brokerage clients for all their Trade management and Settlements related needs, covering Equity, FI, REPO, and Options products. The associate will process client trades files, monitor the Trade Exception Manager, and sign off for end-of-day batch processes, ensuring timely and accurate client reporting. They will monitor daily work flow queues, adhere to SLAs, report and escalate issues or system outages, and provide timely updates to stakeholders. The role involves partnering with clients and internal teams (technology, strategy, and transformation) to identify inefficiencies and manage improvement opportunities, focusing on Straight through Processing and Settlement Efficiency. The associate will also train clients on technology and reporting processes, and represent Operations on client visits and scorecard reviews. Adherence to firm policy, procedures, controls, and the client confidentiality framework is essential.

Requirements

3+ years of experience or equivalent expertise in a client service role within a financial institution.
Excellent influencing, negotiation, and communication skills, with the ability to develop and maintain collaborative relationships.
Experience in change management, with the ability to facilitate strategic communications and mitigate stakeholder impact.
Proficiency in digital literacy, with a willingness to understand and implement new/emerging technologies that impact business operations.
Bachelor Degree

Nice To Haves

Team Player, but also must be able to work independently
Be a self-starter with the motivation, demonstration of initiative, and ownership mentality to think outside of the box as necessary
Equity and Fixed income knowledge is a plus

Responsibilities

Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
Protect both the client and the institution from potential financial and reputational damage.
Contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation to ensure smooth transitions during operational changes.
Utilize your knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations.
Participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery.
Provide single point of contact for Prime Brokerage clients for all their Trade management and Settlements related needs. products in scope are “Equity, FI, REPO, and Options.”
Process client trades files, monitor Trade Exception Manager and sign off for end of day batch Process ensuring timely and accurate client reporting
Monitor daily work flow queues and adhere to SLAs in place, report and escalate any issues or system outages, provide timely updates to all internal and external stakeholders
Partner with clients and internally with technology, strategy and transformation teams to help identify external and internal inefficiencies and manage improvement opportunities (Straight through Processing and Settlement Efficiency)
Train clients on usage of recent technology and reporting processes, represent Operations on client visits and scorecard reviews
Adhere to firm policy and procedures/controls and adhere to Client confidentiality framework