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Posted on 2022-08-05
CIB - Payments - Treasury Services APAC - Client Service Account Manager - Vice President - Hong Kong
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.
Qualifications:
- 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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Company Overview
Payments
The world's largest cash management provider - moves, concentrates and invests client money. Payments products include payments, collections, trade finance, investments, and merchant acquiring that help companies manage working capital and liquidity. The business, which operates in more than 40 countries, is the world's largest U.S. dollar clearer, processing an average of $6 trillion average value of transactions processed daily. More than 135,000 corporations, financial institutions, governments and municipalities in over 180 markets and territories entrust their cash business to J.P. Morgan.
Treasury Services (TS) -- the world's largest cash management provider -- moves, concentrates and invests client money, and provides trade finance and logistics solutions. TS products include payments, collections, trade finance, investments, and information services that help companies manage working capital and liquidity.
Client Service employees act as the point of contact for internal and external customers. The principle purpose of the position is to act as an escalation contact, ensuring all client service related tasks are completed promptly with a high degree of quality and efficiency. The Client Service Account Manager will ensure clients' needs and expectations are formally discussed and analyzed to maintain the agreed quality standards. The Client Service Account Manager will manage incoming telephone calls, emails, paperwork relating to account maintenance and problem resolution.