Location: Hong Kong

Join JPMorganChases Payments Client Service team in Hong Kong and take ownership of a portfolio of financial institution and non-bank financial institution clients. You will be the trusted point of contact for service delivery, escalations, and service reviews, working closely with partners across the business to resolve issues and improve outcomes. This role is ideal for someone who is client-focused, analytical, and comfortable using digital tools to continuously improve the client experience.

As a Payments Client Service Account Manager - Associate in Global Banking, you will independently manage a portfolio of financial institution and non-bank financial institution clients across the region. You will handle client inquiries across payments, accounts, billing, and maintenance, lead escalations for complex issues, and use client data to identify trends and improvement opportunities. You will partner with internal teams to deliver timely, high-quality outcomes and contribute to process and digital initiatives that streamline workflows and enhance service delivery. Professional proficiency in English, Cantonese, and Mandarin is required due to the client base across Hong Kong and the broader region.

Job responsibilities

• Manage a portfolio of financial institution and non-bank financial institution clients, serving as the primary contact for payments, account, billing, and account maintenance inquiries.
• Lead escalations for large money movements, complex inquiries, and service issues, driving timely resolution and clear communication.
• Conduct service reviews and share insights on client activity trends, service performance, and opportunities to improve straight-through processing and reduce manual work.
• Engage clients proactively to understand their needs and identify solutions that improve their experience and operational efficiency.
• Partner with bankers by sharing client insights and highlighting opportunities where additional payment solutions may better meet client needs.
• Drive process improvements to reduce exceptions and manual touchpoints, using digital tools and automation where appropriate.
• Use data analytics and artificial intelligence tools to improve reporting, identify themes, and enhance service workflows.
• Monitor and manage risks such as overdrafts, unpaid bills, account dormancy, and service impacts, escalating issues as needed.
• Manage client-specific projects related to service issues, product changes, and digital adoption.
• Partner with product, operations, technology, compliance, sales, and implementation teams to deliver client outcomes.

Required qualifications, capabilities, and skills

• Bachelors degree.
• Minimum 5 years of experience in client service, account management, or transaction services within financial services.
• Professional proficiency in English, Cantonese, and Mandarin (spoken and written) as this role requires you to work with Chinese clients.
• Strong client relationship and communication skills, with the ability to manage expectations and handle escalations effectively.
• Strong analytical and problem-solving skills, with the ability to use data to identify trends and drive practical improvements.
• Experience using digital tools, data platforms, or automation to improve workflows and client outcomes.
• Strong attention to detail, ability to manage multiple priorities, and comfort working in a fast-paced environment.
• Demonstrated cultural awareness and ability to work with diverse clients and teams.
   

Preferred qualifications, capabilities, and skills

• Experience in process improvement or operational transformation initiatives.
• Hands-on experience with artificial intelligence tools and/or automation platforms.
• Experience presenting data-driven insights in client service reviews.

Manage financial institution payments clients in Hong Kong, leading service delivery, escalations, and data-driven improvements.