Understanding the onboarding and service teams’ roles

At J.P. Morgan, our onboarding and service teams set up accounts, products and services for clients and keep everything running smoothly. Dedication to end-to-end ownership means that “we make it our mission to address client needs, regardless of whether it falls under our usual responsibilities. We see it through to full resolution,” Hilton said.

For large, complex commercial real estate businesses, tailored solutions that offer speed and simplicity are crucial.

Benefits of specialized onboarding and service teams

Hilton’s teams focus exclusively on real estate clients, delivering tangible benefits that set them apart in the industry. 

1. Industry expertise: Teams are equipped with in-depth training on sector trends and unique banking needs, and facilitate knowledge-sharing sessions with product and sales teams to stay deeply knowledgeable on all things commercial real estate. “We collaborate closely with bankers to stay ahead of closing and funding deadlines, which is vital for smooth account openings and product setups,” Hilton said. “We use our experience with third-party property management and enterprise resource planning systems to help ensure swift and efficient account integration.” 
2. Proactive support: A responsive team is good, but a proactive one is even better. “We reach out with innovative ideas to streamline processes and maximize the value our clients receive,” Hilton said. “Our curiosity about our clients drives us to understand their challenges deeply, allowing us to provide strategic insights that help navigate potential obstacles before they escalate.”
3. Speed and efficiency: Straightforward, efficient processes are essential for commercial real estate businesses with large portfolios and hundreds of accounts. “We are dedicated to continuously enhancing our onboarding process to simplify and accelerate the results,” said Hilton. “By actively collecting client feedback and reviewing our processes, we ensure that we don’t just focus on meeting expectations—we strive to exceed them.”
4. Investment in innovation: Embracing new technology is key to delivering exceptional service. Hilton’s team leverages AI to automate processes, freeing up valuable time for client interactions. “This not only enhances our ability to provide personalized service but also allows us to address client needs efficiently and maximize the value they derive from our specialized teams,” he said. “Looking ahead, we plan to leverage the data we already know about our clients in more creative ways to develop processes that remain innovative and tailored to their evolving needs.”

How to maximize the benefits of your onboarding and service teams

Regular, open communication is important to the team understanding clients’ business priorities and concerns. Ongoing feedback is essential for refining processes and tailoring our approach.

“Our priority is the client’s success,” Hilton said. “We are dedicated to building long-term relationships that foster growth and innovation, helping our clients thrive in the competitive landscape of commercial real estate.”