Client Service - Associate I

JPMorganChase; Boston (MA); On-site; USD 65,000 - 85,000; Full time

Job summary

JPMorganChase seeks a Client Service Delivery Associate I in Investment Middle Office Services to deliver premier client service and ensure accurate, timely investment operations for end clients.

This role covers broker matching, custodial network management, lifecycle events, settlements, and client/regulatory reporting within IBOR delivery.

Qualifications

• 3+ years of experience in a client service role within a financial institution.
• Excellent influencing, negotiation, and communication skills.
• Experience in change management and strategic communications.
• Proficiency in digital literacy and adapting to new technologies.
• Strong client-facing communication and relationship-building abilities.

Responsibilities

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues.
• Contribute to change management and stakeholder communications during transitions.
• Provide informed advice using knowledge of market products and regulatory practices.
• Develop and implement process automation to optimize service delivery.
• Be a point of contact within the IMOS team to build strong relationships with clients and internal partners.
• Own and oversee daily operational activities essential to middle office service delivery.
• Escalate issues and communicate progress to clients and internal teams.
• Identify opportunities to improve service levels and efficiency for JPMorganChase and clients.
• Build relationships with global operations partners, client service, Front Office, and Compliance teams.
• Collaborate across technology, service, product, and other operations teams to manage IBOR service delivery.
• Provide oversight of IBOR, Reconciliations, and transaction lifecycle management.

Job description

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 and 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.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans.

About The Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions worldwide entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.