1+ months

CIB - Pay Connect - Client Service Leader - Sr. Associate

Elgin, IL 60120
  • Job Code

CIB - Pay Connect - Client Service Leader - Sr. Associate

Req #: 190050985
Location: Elgin, IL, US
Job Category: Operations
Potential Referral Amount: US Dollar (USD)
About JPMorgan Chase 
J.P. Morgan’s Corporate & Investment Bank 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 $18 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.

Job Description
The Pay Connect Client Service Leader is responsible for day-to-day service operations for a portfolio of Pay Connect clients. The position requires managing interactions with a team of analysts to deliver a better client experience and efficiencies. The incumbent will work directly with clients and internal teams through applications to collect and synthesize data into clear and concise presentations or root cause analysis for clients and management concluding in support of improved client experience. Types of analysis and reporting may include: workflow analysis, current state vs future/target state workflow, Industry best practices: process improvement, change management, regular business or client reporting, online analytics reporting and/or a variety of other functional specific purposes.   


  • Leads team of Pay Connect Client Service Analysts at site location

  • Client Service Leader will ensure a consistent voice for the company, providing partnership between clients and internal stakeholders with client analysis to effect change in process, products, and/or service

  • Conduct and collect client pain points followed by leveraging internal escalation process remediation and improvement

  • Help in the successful delivery of a company-wide Client Experience strategy

  • Deliver meaningful, data-driven insights that help to inform future improvement of client experience efforts

  • Conduct regular analysis of data to uncover trends and gain insights. Report findings to improve operational practices and results

  • Work closely with segment/functional leads to:

    • Create consistent client inquiry tracking process

    • Reveal insights in the analytics, resulting in improved effectiveness and client delivering technologic application.

  • Continually look for ways to innovate to achieve return on investment, reduce missed opportunities and drive operational efficiencies

  • Present findings and recommendations to key management and leaders including the client with regards to root cause analysis and technical complexity cases.

  • Work closely senior client contacts in cross-functional businesses to resolve technical issues.

  • Partner closely with resources in product, implementations, technology, and application development to help resolve Tier II issues and communicate resolution to clients.

  • Support and manage off-hours emergency client requests and release activities as required.

  • Demonstrated ability to investigate and solve complex technical problems


  • Minimum BS degree in Computer Science or equivalent work experience may be considered in lieu of a degree
  • Team leadership experience required

  • People management skills and excellent teamwork

  • Disciplined self-starter with high attention to detail and ability to execute tasks independently

  • Excellent written, oral and presentation skills showcasing clarity of thought and expression for concise, direct and timely messaging

  • Enthusiastic, self-motivated and effective under pressure

  • Skilled at identifying and implementing process and communications improvements

  • Proven analytical thinker with ability to identify, analyze, and solve problems in a thoughtful manner with diplomacy and professionalism

  • Project Management (Organizational / Planning / Issue Resolution) Skills

  • Knowledge of Java

  • Experience in SQL server databases is a plus (Access, Oracle)

  • Strong Excel skills

  • Structured thinker with passion for analyzing results and digging deeper

  • Hands on experience with analytics tools and techniques

  • Ability to communicate effectively with business partners, and technical resources in analytics and data management

  • Understands business requirements.

  • Proactive, self-motivated and flexible with a positive attitude

  • Strong time management; efficient at multi-tasking and able to work under pressure to deliver multiple business demands on-time, to a high-level standard

Keyword: card%20services


Posted: 2019-05-24 Expires: 2019-07-21

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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CIB - Pay Connect - Client Service Leader - Sr. Associate

JPMorgan Chase & Co.
Elgin, IL 60120

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