Client Service Manager
JPMorgan Chase & Co
Taguig CityTaguig City, 00, PH
16d ago

Req # : 190044315

J.P. Morgan is a leading global financial services firm, established over 200 years ago :

We are the leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management.

We have assets of $2.5 trillion and operations worldwide

We operate in more than 100 markets.

We have more than 243,000 employees globally.

A component of the Dow Jones Industrial Average, JPMorgan 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 JPMorgan Chase & Co. is available at

Our wholesale businesses include J.P. Morgan’s Asset Management, Commercial Banking and the Corporate & Investment Bank which provide products and services to corporations, governments, municipalities, non-

profits, institutions, financial intermediaries and high-net worth individuals and families. Our corporate functions support the entire organization and include the following functions : Accounting, Audit, Finance, Human Resources, Operations, and Technology.

Roles and Responsibilities :

Wholesale Lending Services (WLS) services several lines of businesses within JPMorgan Chase, including Business Banking, Global Wealth Management, Investment Banking Commercial Banking.

The group consists of approximately 1,300 employees and is responsible for over $500 billion in loans outstanding.

WLS’s is responsible for booking, funding and closing new loans, renewals, and amendments for syndicated and non-syndicated Commercial Loan products.

The team also handles loan servicing processing such as loan research and maintenance, loan payments, advances and terminations.

Collateral functions include loan documentation preparation, documentation review, releases, image scanning and documentation storage.

Specialized functions special credits processing, letters of credit and specialized loan and agency handling. Key loan systems used include ACBS, VLS, LeasePak, Strategy and Loan IQ.

Customer Care and Loan Resolution assist the clients with payments by phone, explaining all aspects of ARM’s, Escrows, Escrows Analyses, Loan Documents, Loan Histories, Payoff, Courtesy Delinquent Calls after grace period, and Payment Plans.

They complete requests to correct Cash Transactions, Late Fee Waivers along with assisting with Marketing Leads.

This position is responsible for providing leadership and managerial oversight for a team of approximately 12 or more FTE performing a variety of functions supporting transaction servicing for commercial loan products and services.

General Responsibilities :

Handles oversight, research & maintenance and administrative functions for loan funding, account inquiries, payments, advances and terminations within a Client Contact Center setting.

Involved in setting direction, policies, and guidelines for the team.

Establishes and implements risk control processes and operational business models.

Ensures loan documentation, loan files, audits, and operational risks are managed and conducted consistent with various LOB and bank policies as well as government regulations.

Responsible for team member development, talent management and succession planning.

Provides mentoring, training and assistance to new and existing team members.

Assists in the creation and implementation of departmental procedures.

Conducts team, individual meetings, quarterly / annual performance reviews and salary / promotional recommendations with staff members.

Prepares and facilitates performance review discussions.

QC of inbound / outbound phone calls and e-mail to customers

Review and approve all formal payment plans

Assure all loans to be assigned to Special Credits have been properly worked and are ready for assignment

Perform Periodic Manager Reviews on select loans in queue and all loans that reach 60 days past due

Review trending indicators for delinquency and reasons for delinquency to adjust collection activity / assignments as necessary

Develop and maintain strong relationship with SCG(Special Credits) and Client Managers

Facilitate monthly staff meetings and give periodic presentations in senior staff meetings

Monitors sick / personal / vacation days of team members.

Sets team performance standards using key metrics and monitors the team’s overall performance against goals set.

Handles performance issues, Coach and Counsel staff as necessary

Recruits, interviews and recommends new hires.

Qualifications :

A minimum of five years financial services / loan operations experience, collection experience (commercial preferred) and / or client experience is required

Ability to work overtime as needed to support the team and ensure critical work is performed.

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