Corporate & Investment Bank
Client Service Model
The most important measure of service quality for any business is how well and how quickly problems and questions are handled and resolved. J.P. Morgan aims to be a premium service provider and consistently rates highly in independent customer satisfaction surveys.
J.P. Morgan has created a dedicated service team for its clients. Members of the team act as the primary point of contact for a range of services such as investigations, enquiry resolution, technical support and assistance, implementation as well as handling the day to day running of the relationship.
J.P. Morgan has also structured its business operations to span time zones, regions and cultures across the globe with major operational and service centres being established in strategic locations with smaller service units in most major financial centres.
This structure ensures clients always have a contact point within each time zone relevant to their business supporting a true 'follow the sun' service model with service staff having access to client information via J.P. Morgan's global case management system. Local language capabilities are also supported ensuring that non-English speaking staff in key locations can also access the service.
J.P. Morgan's Treasury Services supports a full service client service model in Australia and New Zealand consisting of the following functions and roles:
The Account Manager's responsibility is to run the day to day service management of the account/client relationship, provide service reviews (monthly or quarterly depending on client needs), undertake analysis and presentations to the client, create greater business efficiencies between the two organisations, act as the client's advocate, provide proactive service plans and be the escalation point for all of the Client Services team from Implementation, Payments and Operations, Technical Services and the Solution Centre.
A dedicated Implementation Manager will assist with all documentation queries, product setup and ongoing support as required by clients. The Implementation Manager works closely with the Account Manager to ensure the smooth implementation of accounts. They are also on hand to answer any queries or questions a client might have around new accounts and the documentation process on an ongoing basis. Once the business has gone live, the Implementation Manager conducts a post-implementation review to gain client feedback which is used to drive ongoing improvements to J.P. Morgan's processes.
The Solution Centre is J.P. Morgan's first point of contact when requiring assistance on general account enquiries, cash management, payment enquiries and product enquiries.
This team is supported by the larger Global Client Care team in locations throughout the world. In Asia there are main centres located in Sydney, Singapore, Hong Kong and Tokyo. In addition, each country has a team of client service professionals and inquiry specialists on hand to assist. Contact with the solution centre in Australia is available via a dedicated toll free phone line, email and fax.
The technical service team acts as the primary support to the client for all technical queries regarding Treasury Services products and platforms. They field questions on any technical issues, provide advice on the best way to configure and use systems, provide technical training on systems and ensure that products and systems are running smoothly.