Posted on 2022-08-05

CIB - Payments - Treasury Services APAC - Client Service Account Manager - Vice President - Hong Kong

JPMorgan Chase Bank, N.A.


General Description:

  • Be a designated Account Manager for multiple Tier 1 or Top 100 clients in a region or market. Act as dedicated client service support and the primary escalation for selected clients
  • Has a Manager role on a team of Account Manager(s) typically supporting a complex relationship where focus is to protect and grow client relationship
  • Interfaces with selected clients & internal service partners to advocate client needs and solutions
  • Uses thorough product knowledge to resolve unique or challenging client issues and conduct root cause analysis
  • Knows the client's business and internal workflows; identifies ways to streamline workflows to mitigate risk, through close monitoring of client overdrafts, unpaid bills, manual/exceptional processing, and escalate risk related issues to appropriate parties as required.
  • Ensure risk/compliance guidelines are followed at all times
  • Increase client satisfaction as measured by client satisfaction survey results
  • Create and maintain Client Profiles and execute annual Client Service Plan
  • Pro-active client calling program to strengthen business relationship, improve efficiency and identify cross sell opportunities
  • Conduct regular service review meetings, prepare minutes and follow through all the issues raised by client
  • Provide client trainings on transaction formatting, product knowledge/demos, operating procedure
  • May support the rollout of CS transformation initiatives and ad hoc CS projects
  • Remain knowledgeable of changing regulatory environment/ industry initiatives and educate client
  • Identify opportunities for product development and enhancement, and process improvements.


  • Bachelor's degree holder with 9+ years’ experience in customer service or Sales/Relationship Management/Product Management role, or demonstrated success in dealing with complex clients and preferably with exposure to financial institutions and multinational corporates
  • Understanding of various aspects in clearing such as SWIFT, RTGS,T/T and GIRO
  • Understanding of cash management products such as Time Deposit, FX and Sweeping
  • Preferably with prior managerial responsibilities
  • Excellent telephone manner and email etiquette
  • Able to provide quality services in a high inquiry volume environment
  • Good command of English, Cantonese and Mandarin
  • Accuracy and ability to follow through
  • Team player
  • Ability to work independently and meet set metrics
  • Strong inter-personal and relationship management skills
  • Strong communication and influencing skills

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More job information
Job Function
  • Kwun Tong
Employment Term
  • Permanent
  • Full-time
  • 9 years - 14 years
Career Level
  • Middle management level
  • Degree