Client Service Manager- Fraud Investigations - Commercial Banking  

JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.6 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small business, commercial banking, financial transaction processing, and asset management.

A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the worlds most prominent corporate, institutional and government clients under its JPMorgan Chase & Co brands. JPMorgan Chase & Co.is committed to providing a comprehensive set of benefits choices to meet different employee needs and lifestyles, which include choices such as Flexible Work Arrangements with periodic work from home and non-standard business hours, fully paid parental leave time, health care insurance and retirement benefits.

Commercial Banking serves more than 30,000 clients, including corporations, municipalities, financial institutions, and not-for-profit entities with annual revenues generally ranging from $20 million to $2 billion. The Firm's broad platform positions the Commercial Bank to deliver extensive product capabilities - lending, treasury services, investment banking, and asset management - to meet our clients' domestic and international financial needs.

Job Description:

As a Client Service Manager Fraud, you will report to a Sr Client Service Manager as part of the Commercial Banking Service Center Fraud Team. Daily responsibilities include but are not limited to helping analyst with: frequent interaction with external clients and internal partners, working with various areas of the bank for client resolution, opening and monitoring cases in Service Portal, following up on requests, and occasional telephone communication. Written communication through email is essential between clients and internal partners at all levels of the firm. In this position you will be responding to a multitude of queries regarding check ACH and Wire Fraud. The majority of the time will be sent in follow up and recovery of these items. The claims process can be substantial so the ability to follow up with a large amount of complex cases is necessary. You will have exposure to and will need to become proficient in various systems including: Outlook, Service Portal, Customer Assist, and Loss Accountability Warehouse. You will be expected to adhere to all departmental and Commercial Banking guidelines. Management responsibilities include: Performance Management, Employee Development, Training and Staff Readiness.

Core functional responsibilities and expectations include but are not limited to the following:

• Observe and ensure Client calls are handled and requests/issues resolved in a timely fashion according to policy.
• Perform QC testing of incoming calls for each employee.
• Handle escalated issues.
• Conduct service case analysis and update Scorecards on a monthly basis.
• Ensure adherence to policy, procedure and regulatory expectations.
• Take incoming queries and resolve them as back up and know what the analysts are doing
• Investigate and resolve generic and complex issues.
• Assist Client Service Analyst, Associate and Sr. Associate with inquiries on clients’ accounts (including follow up and escalations).
• Must be able to efficiently utilize technology to capture and fulfill client’s requests in appropriate systems.
• Evaluate staff performance and provide feedback via informal and formal discussions monthly.
• Ongoing Coaching and training.
• Manage team vacations and training to ensure sufficient coverage.
• Collaborate with Sr. Client Service Manager to coordinate and lead regular team meetings.
• Understand client issues, be responsible for providing timely follow-up to clients and be accountable for client satisfaction through the ownership of the problem
• Detail orientation and problem solving- Resolve issues by identifying underlying or hidden problems and patterns
• Build knowledge of commercial treasury management products and services and fraud protection products
• Identify trends impacting clients and use the information to suggest ideas to improve the client experience

Required Experience and Qualifications:

• Bachelor’s degree strongly preferred and 5 years equivalent work experience in customer service
• Minimum of 2 years management experience
• A self-starter who does not require close supervision
• Intermediate level of PC skills including Word, Excel and PowerPoint
• Ability to work with large data, ability analyze and present data interpretations

Capabilities:

• Excellent verbal and written communication skills
• Strong leadership and management abilities; must be able to think strategically
• Ability to build and lead effective, diverse teams
• Ability to work in a collaborative work environment and being part of a team.
• Planning and executing short- and long-term projects
• Strong time management skills and ability to handle competing priorities
• Ability to adapt to a rapidly changing business and technology environment; must be a change leader
• Keen understanding of the financial and banking industries and a working knowledge of the key areas of the bank
• Disciplined approach to managing and acting upon key reports and audits
• Excellent judgment and decision making skills
• Must have a strong ability to communicate clear, consistent messages via email with clients and internal partners
• Developing and Training People: Encouraging an employee's growth through formal training and one-on-one coaching.
• Implementing Change: Taking the opportunity to spot, support and implement improvements.
• Driving Leadership: Driving results by taking initiative.
• Data skills- ability to work with large data, ability analyze and present data interpretations
• Proficient PC skills: including Word, Excel and PowerPoint,
• Outlook: Expert knowledge With outlook email, scheduling and task manager
• Preferred Knowledge of CB Products
• Ability to interpret and work with financial balance sheets