EU Client Account Manager - Associate

Overview

Join our EMEA Account Management Team as an EU Merchant Client Service Account Manager and be a key player in delivering exceptional client experiences. In this capacity, you will serve as the direct link between our merchant clients and the various teams within Chase Merchant Services, ensuring tailored support and solutions to meet client needs.

Key Responsibilities

• Manage merchant client accounts primarily via email, addressing inquiries quickly and efficiently, including setting up online reporting and resolving technical/systemic problems.
• Utilize advanced client relationship management (CRM) software to document and monitor all client interactions for a seamless, personalized service.
• Collaborate closely with internal departments such as technical support, operations, and relationship management to resolve queries and provide consistent follow-up communications.
• Support Relationship Managers by resolving issues, handling escalations, and delivering feedback to improve client engagement strategies.
• Participate in team initiatives focused on streamlining processes and enhancing service quality.
• Deliver prompt and accurate responses to client inquiries, driving individual performance and contributing to team success.
• Promote client retention through exceptional service that underscores the benefits of Merchant Services solutions.
• Operate within a highly regulated framework, complying with all relevant policies, procedures, and controls, managing risk appropriately.
• Foster a culture of continuous improvement, inclusion, and accountability within the team.
• Escalate complex issues as needed and support swift, structured problem solving.

Required Qualifications and Skills

• Proven customer service experience in eCommerce or financial services, adept at handling complex client inquiries with professionalism.
• Strong ability to achieve key performance indicators (KPIs) and drive enhancements through analytical insight.
• Excellent verbal and written communication skills, with active listening capability and clear articulation of complex information.
• Effective multitasking skills and the ability to prioritize tasks efficiently in a dynamic environment.
• A proactive self-starter who promptly escalates issues and offers innovative solutions.
• Proficiency in computer systems including Microsoft Office Suite; skilled in Excel for data analysis and PowerPoint for presentations.
• Experience employing AI technologies and platforms to enhance business workflows and solutions.

Preferred Qualifications

• Knowledge of payment processing, merchant services, and associated procedures and products.
• Awareness of evolving industry trends and best practices.
• Language proficiency in French, Spanish, or German is advantageous.

About the Company

J.P. Morgan is a global financial services leader, delivering expert advice and solutions to major corporations, governments, high-net-worth individuals, and institutional clients worldwide. Our approach centers on building trusted, enduring partnerships to support client success.

We value the diverse talents within our global workforce and are committed to equal opportunity employment and inclusive practices, making accommodations as necessary for religious beliefs and disabilities.

Team Overview

The Global Banking division is among the world's leading wholesale banking client franchises, catering to a wide array of clients including governments, corporations, banks, and investors. The Global Investment Banking arm offers strategic advisory, capital raising, and risk management services to numerous sectors.