Customer Success Associate

JPMorganChase•Tampa, FL

About The Position

The Customer Success Associate works on the Alternative Funds Transfer Agency team, supporting investor onboarding and periodic reviews. The role reviews and maintains anti-money laundering and counter-terrorist financing (AML/CTF) documentation in accordance with regulatory requirements and internal policies, and helps identify financial crime and reputational risks through screening, monitoring, and quality controls. The associate also contributes to client service, reporting, cross-functional process improvement, and changes to service offerings.

Requirements

Experience in AML/CTF activities within financial services.
Experience supporting investor onboarding and periodic review processes, including document-based due diligence.
Working knowledge of relevant AML and sanctions regulations and frameworks, such as the Bank Secrecy Act, USA PATRIOT Act, FinCEN guidance, OFAC sanctions, the Cayman Islands AML framework, and FATCA/CRS.
Strong analytical skills, attention to detail, and the ability to identify, document, and appropriately escalate risk issues.
Strong written and verbal communication skills, including the ability to explain requirements clearly to partners and clients.
Strong time management skills, including prioritizing multiple tasks and delivering within agreed turnaround times.
Proven ability to build effective working relationships across teams and coordinate delivery across functions.

Nice To Haves

Experience supporting transfer agency operations and/or fund services-related investor due diligence.
Experience preparing recurring operational reporting and metrics for stakeholders and clients.
Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to improve efficiency, reduce manual effort, or improve accuracy in operational processes.

Responsibilities

Perform onboarding and periodic refresh reviews of investor accounts, ensuring required AML/CTF documentation is complete, accurate, and current.
Review and validate know your customer (KYC) files, conduct quality checks and peer reviews, and escalate identified gaps promptly.
Identify potential money laundering and reputational risks through transaction monitoring and screening for politically exposed persons, sanctions, and adverse media.
Prepare management information and client reporting, including tracking service level agreements and key performance indicators.
Support client- and compliance-led due diligences, audits, and regulatory reviews through sampling, evidence gathering, and procedure updates.
Respond to investor and client queries with clear communication, timely turnaround, and strong service quality.
Assess procedures and controls to identify operational inefficiencies and recommend practical, well-controlled improvements.
Maintain and follow documented AML/CTF and financial crime procedures, applying consistent standards across relevant jurisdictions.
Monitor legislative and regulatory developments affecting transfer agency operations and coordinate with local compliance partners as needed.
Review and support changes to service offerings or client requests, serving as an escalation point for internal partners and clients when appropriate.