Customer Success - Associate II

JPMorgan Chase & Co. • Jersey City, NJ

6h

About The Position

Shape the future of our customer experiences and directly influence product
success. Dive headfirst into dynamic collaborations, leverage data to spark
change, and guide customers’ trust during crucial onboarding moments.

As a Senior Associate on the TA Ops team, you will be working in a fast-paced
environment, handling various tasks such as booking/reviewing subscriptions and
redemptions, moving cash for Clients/Funds/Investors. You will collaborate with
Accounting, Tech, Client Service, and Product teams to implement change and
deliver the best results for our business. You will learn all about the Transfer
Agency world and be “Audit Ready” at all times.

Requirements

• 3+ years of experience or equivalent expertise in customer success or a relevant domain area
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
• Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
• Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
• Team player, professional and proactive approach to work, positive attitude
• Exceptional attention to detail
• Work with a high level of precision in a fast-paced, deadline-driven environment
• Collaborate and resolve problems that involve multiple stakeholders
• Work independently with strong follow-through
• Bachelor's degree required

Nice To Haves

• Bachelor's degree preferred in a business business discipline
• Experience in the Financial Services industry, preferably experience with a Fund Administrator, Hedge Fund, or Private Equity Fund
• Extensive working knowledge of Microsoft Office products including Word, Excel (vlookups, etc.), and Outlook

Responsibilities

• Executes product adoption, expansion, and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
• Takes new customers through the onboarding process and guides them through the initial setup and configuration of our products to fit their specific needs
• Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
• Work on a team of highly dedicated individuals to ensure accurate and timely processing of all Fund and Investor level activity (NAV entry, series consolidation, capital activity, contact/wire updates, etc.)
• Serve as the main contact for a portfolio of clients; answer all phone calls and emails pertaining to those relationships and demonstrate ability to resolve inquiries quickly and accurately
• Perform completeness reviews in a quality assurance capacity as it relates to investor or fund activity/changes; ensure all work is ‘Always Audit Ready’
• Produce and review client and investor level reporting, such as monthly/quarterly statements, contract notes, order acknowledgements, and regulatory reports
• Take on and complete ad-hoc reporting as necessary such as the preparation of board reports, system extracts, K-1 distribution, audit requests, etc.
• Manage the final signoff process for investor transactions and resolve any outstanding documentation, including KYC/AML documents
• Follow JPMorgan's established processes and procedures and modify/iterate processes and procedures to continually improve accuracy, reduce redundancy, and mitigate risk

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.
• Additional details about total compensation and benefits will be provided during the hiring process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level