1+ months

Client Billing Operations (CBO) - Client Experience Associate

Plano, TX 75074
  • Job Code
    210326762

Corporate & Investment Bank (CIB): Digital and Platform Services Operations Securities Services Client Billing Operations (CBO)

Department Description: Client Billing Operations (CBO) supports the end-to-end Billing process for the global business units within both Securities Services and Escrow Services. These global CIB clients use Custody, Cash & Liquidity, Collateral Management, Accounting, Transfer Agency, Investment Analytics, Trust & Fiduciary, Middle Office Outsourcing, Foreign Exchange, and other products and services related to servicing assets for traditional and alternative funds. The department is comprised of 150 full time professionals located in Plano, TX and Manila, Philippines.

Role Description: As a Client Experience Associate II in CBO, you will provide proactive, consultative services to our internal stakeholders and clients with end-to-end ownership of client inquiry resolution. This individual will work closely with internal stakeholders and other CBO sub-teams to ensure timely resolution of client billing inquiries and impact analysis. The Global Billing Client Experience team manages receipt of inquiries, root cause analysis of potential invoicing errors, and coordinates with key stakeholders for reporting and resolution of identified issues. This role partners with various internal teams such as Client Service, Sales/Relationship Management, Product Management, Pricing, Financial Controllers, Compliance, Risk Management and Controls.

Responsibilities:

  • Manage timeliness and accuracy of inquiries received by the Client Experience team, ensuring individual work queue is appropriately managed
  • Perform deep dive issue analysis, identifying root cause / financial impact and working with key stakeholders to identify appropriate resolution for the client and Firm
  • Proactive and responsive communicator, maintaining frequent contact with clients and business partners, active listening to understand needs, and taking ownership of incoming and outgoing messages
  • Be a trusted partner to the business and clients by providing exceptional service and ownership
  • Understand and anticipate client/business partner needs and proactively deliver solutions
  • Continuous improvement and change management mindset, questioning conventional / established methods and driving change to improve processes and the client experience
  • Proactive control and risk management, addressing gaps in processes and escalating issues to benefit the business and clients.
  • Take ownership and accountability of the client experience at the highest level through the delivery and follow-up of inquiries and management of multiple deadlines

Skills, Attributes & Required Experience:

  • 2 4 years operational experience; and/or back-office operations and processes
  • Analytical and creative thinker who proactively seeks out best practices, anticipates clients™ future needs, and collaborates on ideas with others
  • Ability to tailor verbal and written communication to different audiences
  • Self-motivated and thinks independently to take ownership of client and business requirements, seek input from peers and partners as needed.
  • Ability to analyze large data sets
  • Strong organizational and time management skills; ability to manage multiple and conflicting priorities in a global environment.
  • Proficient in Microsoft Office suite: Excel, PowerPoint and Word
  • Previous experience with securities operations, brokerage and/or custody operations a plus
  • Strong analytical, problem solving and solutions management skills
  • Ability to lead and direct projects and meetings; demonstrated abilities to influence and negotiate with peers and more senior professionals
  • Strong leadership skills, initiative, self-starter, and results oriented demeanor
  • Ability to adapt to a fast-paced environment
  • Strong team building skills
  • Strategic thinker with ability to address future state requirements, forward thinking mindset
  • Ability to interact comfortably with senior management across a global environment
  • Ability to create partnerships across functional lines of business and subject matter expert

About J.P. Morgan Corporate & Investment Bank

J.P. Morgan™s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $22 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

About J.P. Morgan Chase & Co.

J.P. Morgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, J.P. Morgan Chase & Co. serves millions of consumers in the United States and many of the world™s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about J.P. Morgan Chase & Co. is available at Keyword: consumer%20banking

Corporate & Investment Bank (CIB): Digital and Platform Services Operations Securities Services Client Billing Operations (CBO)

Department Description: Client Billing Operations (CBO) supports the end-to-end Billing process for the global business units within both Securities Services and Escrow Services. These global CIB clients use Custody, Cash & Liquidity, Collateral Management, Accounting, Transfer Agency, Investment Analytics, Trust & Fiduciary, Middle Office Outsourcing, Foreign Exchange, and other products and services related to servicing assets for traditional and alternative funds. The department is comprised of 150 full time professionals located in Plano, TX and Manila, Philippines.

Role Description: As a Client Experience Associate II in CBO, you will provide proactive, consultative services to our internal stakeholders and clients with end-to-end ownership of client inquiry resolution. This individual will work closely with internal stakeholders and other CBO sub-teams to ensure timely resolution of client billing inquiries and impact analysis. The Global Billing Client Experience team manages receipt of inquiries, root cause analysis of potential invoicing errors, and coordinates with key stakeholders for reporting and resolution of identified issues. This role partners with various internal teams such as Client Service, Sales/Relationship Management, Product Management, Pricing, Financial Controllers, Compliance, Risk Management and Controls.

Responsibilities:

  • Manage timeliness and accuracy of inquiries received by the Client Experience team, ensuring individual work queue is appropriately managed
  • Perform deep dive issue analysis, identifying root cause / financial impact and working with key stakeholders to identify appropriate resolution for the client and Firm
  • Proactive and responsive communicator, maintaining frequent contact with clients and business partners, active listening to understand needs, and taking ownership of incoming and outgoing messages
  • Be a trusted partner to the business and clients by providing exceptional service and ownership
  • Understand and anticipate client/business partner needs and proactively deliver solutions
  • Continuous improvement and change management mindset, questioning conventional / established methods and driving change to improve processes and the client experience
  • Proactive control and risk management, addressing gaps in processes and escalating issues to benefit the business and clients.
  • Take ownership and accountability of the client experience at the highest level through the delivery and follow-up of inquiries and management of multiple deadlines

Skills, Attributes & Required Experience:

  • 2 4 years operational experience; and/or back-office operations and processes
  • Analytical and creative thinker who proactively seeks out best practices, anticipates clients™ future needs, and collaborates on ideas with others
  • Ability to tailor verbal and written communication to different audiences
  • Self-motivated and thinks independently to take ownership of client and business requirements, seek input from peers and partners as needed.
  • Ability to analyze large data sets
  • Strong organizational and time management skills; ability to manage multiple and conflicting priorities in a global environment.
  • Proficient in Microsoft Office suite: Excel, PowerPoint and Word
  • Previous experience with securities operations, brokerage and/or custody operations a plus
  • Strong analytical, problem solving and solutions management skills
  • Ability to lead and direct projects and meetings; demonstrated abilities to influence and negotiate with peers and more senior professionals
  • Strong leadership skills, initiative, self-starter, and results oriented demeanor
  • Ability to adapt to a fast-paced environment
  • Strong team building skills
  • Strategic thinker with ability to address future state requirements, forward thinking mindset
  • Ability to interact comfortably with senior management across a global environment
  • Ability to create partnerships across functional lines of business and subject matter expert

About J.P. Morgan Corporate & Investment Bank

J.P. Morgan™s Corporate & Investment Bank (CIB) is a global leader across banking, markets and investor services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. With $22 trillion of assets under custody and $393 billion in deposits, the Corporate & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

About J.P. Morgan Chase & Co.

J.P. Morgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $2.1 trillion and operations in more than 60 countries. The firm is a leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity. A component of the Dow Jones Industrial Average, J.P. Morgan Chase & Co. serves millions of consumers in the United States and many of the world™s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Information about J.P. Morgan Chase & Co. is available at Keyword: consumer%20banking
JPMorgan Chase & Co., 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.


The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the œWELL Health-Safety Rating for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.

As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm™s current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm™s vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be 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.

Equal Opportunity Employer/Disability/Veterans
The Corporate & Investment Bank is a global leader across investment banking, wholesale payments, markets and securities services. The world™s most important corporations, governments and institutions entrust us with their business in more than 100 countries. We provide strategic advice, raise capital, manage risk and extend liquidity in markets around the world.

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Posted: 2022-08-30 Expires: 2022-12-23

For over 200 years, JPMorgan Chase & Co has provided innovative financial solutions for consumers, small businesses, corporations, governments and institutions around the world.

Today, we're a leading global financial services firm with operations servicing clients in more than 100 countries.

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Client Billing Operations (CBO) - Client Experience Associate

JPMorgan Chase & Co.
Plano, TX 75074

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