Christine King
Plainfield,IN
Summary
Results-driven Senior Client Service Manager with over 18 years of proven success at JPMorgan Chase Bank. Skilled in root cause analysis, strategic process improvements, and team leadership. Known for building high-performing teams, optimizing workflows, and advising senior executives on critical client management decisions. Extensive experience in managing complex government, commercial, and global client relationships. Adept at leading cross-functional teams and driving client satisfaction improvements through innovative solutions.
Overview
19
19
years of professional experience
Work History
Senior Client Service Manager - US Government Sect
JPMorgan Chase Bank (JPMC)
2023.01 - Current
- Spearheaded realignment of JPMC's Government, Healthcare, and Healthcare Services into distinct segments, impacting over 1,000 clients across US.
- Structured and led nationwide team servicing US Government Sector, managing staff training, growth initiatives, and client allocation.
- Enhanced cross-functional collaboration between Bankers and Treasury, contributing to 4% increase in client satisfaction within one year (from 87% to 91%).
- Drove process efficiencies by transferring specialized customer service functions to separate team, allowing core client services to focus on strategic engagement.
- Presented comprehensive realignment strategy to government sector leadership, outlining future goals and operational improvements.
Senior Client Service Manager - Commercial Bank
JPMorgan Chase Bank (JPMC)
2021.12 - 2022.12
- Managed two teams (29 employees) to resolve client inquiries for the Commercial Bank division, significantly improving operational efficiency.
- Led business process restructuring that tripled team productivity and reduced Service Level Agreements (SLAs) within the first 7 months.
- Developed and implemented BOT automation, increasing process efficiency and reducing business risk.
- Focused on employee development, resulting in 6 team member promotions within the year.
Client Service Operations Training Manager
JPMorgan Chase Bank (JPMC)
2020.10 - 2021.12
- Developed international training structures and onboarding programs for new hires, tailored to global operations.
- Utilized data analytics to design continuous learning modules, supporting ongoing employee development.
- Regularly presented training updates and key decision points to Senior and Executive Management.
- Led team creating and facilitating training programs, while implementing SharePoint portals to streamline processes.
Senior Client Service Associate
JPMC - Philippine Global Service Center, Manila, P
2019.11 - 2020.09
- Selected for a temporary relocation to Manila to design and lead training programs for Research and Account Management (RAM) teams.
- Managed the ongoing training and development of over 60 team members, improving productivity and providing strategic solutions to business challenges.
- Supported client escalations and problem resolution, driving significant improvements in client satisfaction.
Senior Client Service Associate
JPMorgan Chase Bank (JPMC)
2014.09 - 2019.11
- Fostered strong relationships with internal partners and clients, enhancing overall client experience.
- Proactively supported Senior Client Service Managers, leading to process improvements in account audits and procedural updates.
- Co-founded and chaired the Business Resource Group, Women in Networking (WIN), for the state of Indiana, promoting leadership and networking opportunities for women employees.
Branch Manager
JPMorgan Chase Bank (JPMC)
2010.03 - 2014.09
- Managed a team of 13 employees, overseeing training, scheduling, regulatory compliance, and team motivation in a fast-paced branch environment.
- Achieved top Customer Experience award for three consecutive years and received a Perfect Audit Branch Score in 2013.
- Focused on employee mentorship, supporting individual career growth and advancement opportunities.
Licensed Personal Banker
JPMorgan Chase Bank (JPMC)
2006.03 - 2010.03
- Assisted clients with personalized financial solutions, including loans, investments, and account management, ensuring compliance with regulatory standards.
- Developed strong client relationships through proactive communication, leading to increased customer retention and satisfaction.
Education
Bachelor of Arts - Psychology Major, Business Administration Minor
Butler University
IndianapolisSkills
- Client Relationship Management
- Process Optimization
- Team Leadership & Development
- Root Cause Analysis
- Cross-Functional Collaboration
- Strategic Problem Solving
- Operational Efficiency
Timeline
Senior Client Service Manager - US Government Sect
JPMorgan Chase Bank (JPMC)
2023.01 - Current
Senior Client Service Manager - Commercial Bank
JPMorgan Chase Bank (JPMC)
2021.12 - 2022.12
Client Service Operations Training Manager
JPMorgan Chase Bank (JPMC)
2020.10 - 2021.12
Senior Client Service Associate
JPMC - Philippine Global Service Center, Manila, P
2019.11 - 2020.09
Senior Client Service Associate
JPMorgan Chase Bank (JPMC)
2014.09 - 2019.11
Branch Manager
JPMorgan Chase Bank (JPMC)
2010.03 - 2014.09
Licensed Personal Banker
JPMorgan Chase Bank (JPMC)
2006.03 - 2010.03
Bachelor of Arts - Psychology Major, Business Administration Minor
Butler University
Similar Profiles
CHARLES P. CHUCK GARCIACHARLES P. CHUCK GARCIA
Senior Vice President / Southwest Middle Market Sales Manager at JPMorgan Chase Bank, JPMorgan ChaseSenior Vice President / Southwest Middle Market Sales Manager at JPMorgan Chase Bank, JPMorgan Chase
Karen TaylorKaren Taylor
Middle Market Customer Service Associate at Bank One/Bank One/JPMorgan Chase ChaseMiddle Market Customer Service Associate at Bank One/Bank One/JPMorgan Chase Chase
Hoa (Justin) DinhHoa (Justin) Dinh
Relationship Banker at JPMorgan Chase Bank, N.A.Relationship Banker at JPMorgan Chase Bank, N.A.