Client Service Associate II - Cash Equities

Aumni; Newark (DE); On-site; USD 65,000 - 90,000; Full time

Job summary

JPMorganChase is recruiting a Client Service Associate II to deliver exceptional client service and operational support. The role involves handling inquiries, processing transactions, and resolving issues while identifying opportunities to refer services based on client needs.

The candidate will monitor trade transmission from booking to settlement, collaborate with Sales Traders, Clients, and Operations to enhance relationships and streamline processes.

Qualifications

• 5+ years of client service experience in a financial institution.
• Excellent influencing, negotiation, and communication skills.
• Experience in change management and stakeholder impact mitigation.
• Proficiency in digital literacy and new technologies.
• Strong analytical, technical and problem-solving abilities.
• Effective communication and interpersonal skills with attention to detail.

Responsibilities

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues.
• Protect both client and institution from potential financial and reputational damage.
• Assist in change management and strategic communications to ensure smooth transitions.
• Provide informed advice using knowledge of market products and current industry practices.
• Contribute to process automation initiatives to optimize service delivery.
• Build strong client relationships by delivering an industry-leading experience.
• Monitor and resolve trade discrepancies and position breaks with internal/external parties.
• Own fails management including break resolution and understanding equity trade lifecycle.

Skills

Client service experience

Communication skills

Change management

Digital literacy

Analytical thinking

Attention to detail

High-pressure environment

Adaptability

Education

Degree level education

Job description

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

As a Client Service Associate II within JPMorganChase, you will play a pivotal role in delivering exceptional customer service and operational support to our clients. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will leverage your broad knowledge of banking principles and practices to make informed decisions that impact our team and departmental goals. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships.

You will be part of a team that is responsible for monitoring the successful transmission of client trades from trade booking to settlement. The role requires you to interact daily interaction with Sales Traders, Clients, Service Providers and Operations Staff in order to maintain and improve client relationships and streamline processes. JPMorgan Securities LLC offers security brokerage services providing investment products & services for institutional investors. JPMorgan’s North American Cash Equities Client Services is the primary point of contact for Institutional Asset Managers & Hedge Funds who execute trades with any of JPMorgan’s global equity trading desks.

Job responsibilities:

• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
• Protect both the client and the institution from potential financial and reputational damage.
• 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.
• Build strong relationships with our clients by delivering an industry-leading client experience.
• Share industry knowledge for the purpose of improving mutual efficiencies.
• Monitor and manage daily control reports to identify and resolve exchange and client-side breaks.
• Leverage analytics tools to identify & resolve outstanding risk while using an understanding of global markets, associated settlement risks, and nuances.
• Monitor & resolve trade discrepancies and position break reports with corresponding internal/external parties. Perform root cause analysis to prevent future discrepancies and improve straight-through processing capabilities.
• Own fails management including break resolution and trade repair and learn the equity trade lifecycle along with a solid understanding of the various applications involved.

Required qualifications, capabilities, and skills

• 5+ 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.
• Strong analytical, technical & problem-solving skills.
• Effective, adaptable, & professional communication/interpersonal skills.
• Strong attention to detail, quality & accuracy.
• Able to thrive in a high-pressure, high-volume, deadline-driven environment.
• Open & receptive to feedback/coaching.

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.
• Knowledge of securities industry and back-office operations (e.g., maturities, equities, fixed income, custody services, etc.).
• Proactive in identifying areas of opportunity for improvement.
• Educated to a Degree Level.

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

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world 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. Support client service delivery, resolve issues, and enhance client experiences collaboratively.