Senior Customer Success Associate

Senior Client Success Associate

Help protect clients and the firm by strengthening investor due diligence for alternative funds. In this senior individual contributor role, you'll take ownership of complex onboarding and refresh activities, partner across teams to resolve issues, and strengthen controls. You'll help drive process improvements and reporting that support a well-managed program and a positive client experience.

Job Responsibilities

• Manage incoming case requests and deliver timely, accurate responses aligned to AML/KYC regulatory requirements and internal policies for investor onboarding and periodic refresh related to alternative funds
• Own complex or escalated casework, driving resolution through effective stakeholder partnership and clear documentation of outcomes and rationale
• Identify potential control or compliance issues and provide appropriate escalation and recommendations to support decision-making
• Perform quality checks on assigned deliverables and support consistent execution by sharing best practices and practical guidance with peers
• Produce standard and ad hoc reporting and presentation materials that support AML/KYC initiatives and management routines
• Support the design, implementation, review, and reporting of AML/KYC projects and initiatives that strengthen the investor due diligence program
• Develop and implement solutions (process, controls, and/or systems) to address identified gaps and support transition to business-as-usual execution
• Execute assigned deliverables with attention to quality and timeliness, escalating risks and issues and recommending mitigants as needed
• Maintain up-to-date knowledge of AML/KYC requirements and risk and control principles; apply relevant standards and best practices consistently

Required Qualifications, Capabilities and Skills

• Bachelor's degree or equivalent relevant experience
• Minimum 3 years of experience in financial services (controls, audit, quality assurance, operational risk management, and/or AML/KYC), including experience supporting investor onboarding and periodic refresh for alternative funds (e.g., hedge funds and private equity funds)
• Experience independently managing end-to-end onboarding and refresh casework, including handling exceptions, escalations, or higher-complexity scenarios through to documented resolution
• Demonstrated ability to perform analytical review and root-cause assessment across AML/KYC, compliance, and risk topics
• Demonstrated ability to exercise sound judgment, raise concerns, and provide constructive challenge when appropriate
• Ability to communicate clearly in writing and verbally with stakeholders at different levels
• Ability to manage multiple concurrent requests or projects in a fast-paced environment while meeting deadlines
• Proficiency in Microsoft Office (Word, Excel, PowerPoint)

Preferred Qualifications, Capabilities and Skills

• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
• Preferably direct transfer agency and alternative fund servicing experience
• AML/KYC regulatory experience and investor onboarding experience

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.