Client Service Manager II - Phone Team

Step into a pivotal role at JPMorganChase, where your expertise in client service management will shape the future of our operations. You'll have the opportunity to grow your career while making a significant impact on our business. Join a team that values innovation, collaboration, and continuous improvement.

As a Client Service Manager II within JPMorganChase, you will lead a team to deliver exceptional customer service and operational support. Your role involves planning, managing client relationships, and addressing inquiries. You will utilize your anti-fraud expertise to protect clients and the institution. Your knowledge of market products and process automation will drive efficiency. You will manage change and resolve conflicts to achieve team objectives.

Job responsibilities

• Lead the implementation of defined goals and objectives, aligning team resources and operations with organizational goals, and ensuring the delivery of high-quality client service.
• Utilize advanced anti-fraud awareness to detect and prevent fraudulent transactions, safeguarding the financial and reputational integrity of both the client and the institution.
• Drive process automation initiatives, leveraging systems architecture and automation technologies to enhance operational efficiency and service delivery.
• Manage internal stakeholder relationships, influencing decision-making processes and aligning team objectives with broader organizational goals.
• Oversee conflict resolution within the team and with clients, employing effective negotiation strategies to ensure win-win outcomes.

Required qualifications, capabilities, and skills

• 4 or more years of experience in managing customer service teams, with a focus on operational tasks and relationship management.
• Demonstrated proficiency in planning, with a track record of making decisions on resource allocation to achieve organizational objectives.
• Knowledge in implementing anti-fraud strategies to detect and prevent fraudulent transactions, protecting both the client and the institution.
• Proven experience in process automation, with the ability to articulate and apply systems architecture and automation technologies for operational efficiency.
• Proficient in conflict management, with the ability to facilitate discussions and create win-win solutions using collaboration or negotiation strategies.

Preferred qualifications, capabilities, and skills

• Experience in the banking or financial services industry, particularly within a commercial or investment banking environment.
• Strong leadership and team management skills, with the ability to inspire and motivate a team to achieve high performance.
• Strong analytical and problem-solving skills, with the ability to assess complex situations and develop effective solutions.
• Familiarity with banking software and systems, as well as proficiency in using data analytics tools to drive decision-making.
• A mindset focused on continuous improvement, with the ability to identify opportunities for process enhancements and implement changes effectively.

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