Client Service - Associate I

JPMorgan Chase & Co.; Boston (MA); On-site; USD 85,000 - 120,000; Full time

Job summary

JPMorgan Chase & Co. in Boston is seeking a Client Service Delivery Associate I to play a key role in delivering investment operations to clients, from broker matching to settlement and client reporting.

In this role, you will support the lifecycle of each product and ensure timely IBOR delivery while maintaining strong client relationships. Within Investment Middle Office Services - Client Operations, you will work across teams to drive process improvements, manage escalations, and ensure

Qualifications

• 3+ years in a client service role within a financial institution.
• Excellent influencing, negotiation, and communication skills.
• Experience in change management and stakeholder impact mitigation.
• Proficiency in digital literacy and adopting new technologies.
• Strong client-facing communication and relationship-building abilities.
• Understanding of investment operations, trade services, IBOR, and reconciliations.
• Track record of meeting deadlines with responsibility for independent work.
• Problem solving and analytical thinking to address operational issues.
• Effective cross-functional communication with senior executives.
• Ability to adapt, meet deadlines, and manage multiple tasks.
• Self-starter with quick learning ability.

Responsibilities

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues.
• Support change management through strategic communications and stakeholder mitigation.
• Advise clients using knowledge of market products and current industry practices.
• Develop and implement process automation to optimize service delivery.
• Serve as a point of contact within IMOS and internal partners to maintain premier service.
• Own daily operational activities essential to middle office service delivery.
• Escalate issues and provide progress updates to clients and partners.
• Identify opportunities to improve service levels and efficiency for JPMorgan Chase and clients.
• Build solid relationships with global operations, client service, and other teams.
• Collaborate across technology, service, product, and operations to manage IBOR delivery.
• Provide oversight of IBOR, reconciliations, and transaction lifecycle management.

Skills

Client service

Communication skills

Negotiation

Change management

Digital literacy

Client facing

Investment operations IBOR Recon

Problem solving

Cross-functional collaboration

Deadline oriented

Self-starter

Job description

Join our dynamic team as a Client Service Delivery Associate I and become a vital part of our mission to elevate client experiences.

As an Associate I in Investment Middle Office Services - Client Operations, your key responsibility will be to provide premier service delivery and ensure the accurate and timely delivery of the investment operations to our end clients. You will deal with all stages of the lifecycle for each product, from broker matching to management of the client’s custodial network, lifecycle events, ensuring timely settlement of trades and cash, management of claims and overdrafts, client/regulatory reporting and input into the production of our Investment Book of Record delivery (IBOR).

Ultimately, your key responsibility within the IMOS team will be to provide premier service delivery and ensure the accurate and timely delivery of the investment operations to our end clients.

Job responsibilities

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
• Contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation to ensure smooth transitions during operational changes.
• Utilize your knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations.
• Participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery.
• Be a point of contact within the Global/Regional IMOS team for a client, or clients, and internal partners to build strong relationships in order to support key interactions and continued premier service delivery.
• Take ownership and/or oversight of the various components of the daily operational activities essential to the construction and delivery of middle office services.
• Be a communication source for escalation of issues, service updates, and progress updates for the Client or across internal partners.
• Seek opportunities and take ownership of initiatives to improve service levels and improved efficiency for J.P. Morgan and the Client.
• Build solid and interactive internal relationships with our global operations partners, client service and other products, including Front Office, Performance & Risk, and Compliance teams.
• Have the ability to work cross functionally with technology, service, product and other operations teams to manage the entire IBOR service delivery.
• Provide oversight and ownership of the IBOR, Reconciliations and transaction lifecycle management.

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise in a client service role within a financial institution.
• Excellent influencing, negotiation, and communication skills, with the ability to develop and maintain collaborative relationships.
• Experience in change management, with the ability to facilitate strategic communications and mitigate stakeholder impact.
• Proficiency in digital literacy, with a willingness to understand and implement new/emerging technologies that impact business operations.
• Excellent client facing skills & communication style, comfortable dealing with key clients.
• Understanding of investment Operations, Trade Services, IBOR, Recon.
• Attested track record of successfully working to deadlines, with accountability and responsibility for independent workload.
• Excellent problem solving skills to identify, understand and address operational and technical issues.
• Strong communication skills, both written and verbal, including the ability to develop relationships across the various stakeholders including senior business executives.
• Ability to be flexible, follow and meet tight deadlines, organize and prioritize work and meet the clients expectations.
• Self-starter with ability to learn quickly.

Preferred qualifications, capabilities, and skills

• Ability to analyze a process and recommend ways to improve quality, control, and efficiency.
• Drive continuous improvement initiatives for high-quality client experiences.
• Experience in client-facing roles working across multiple business areas and/or functions to deliver results.
• Analytical, problem-solving, critical thinking, and decision-making skills, with the ability to work independently and multi-task in a fast-paced environment.