Sr. Customer Success Associate

As an Investor Relations Associate in Alternative Fund Services Investor Relations department, you will lead the delivery of investor relations services to clients across Alternative Investment Services.  You will work closely together with senior team members to ensure client service excellence, lead in day-to-day operations, and contribute to process improvements.  This role is ideal for candidates with knowledge and seek to grow their career in alternative investment servicing, with a passion on growth, leadership, teamwork, and operational efficiency.   

The role entails from capturing, reviewing subscriptions and redemptions, cash management, reviewing KYC/AML, and support internal departments  to service client base and implement change to deliver the best results for our business. As part of this talented team, you will continue to develop your career, learn about the Investor Relations and be “Audit Ready” at all times. 

Job responsibilities

• Work on a team of highly dedicated individuals to ensure accurate and timely processing of all Fund and Investor level activity (NAV entry, series consolidation, capital activity, contact/wire updates, etc.)
• Serve as the main contact for a portfolio of clients; answer all phone calls and emails pertaining to those relationships and demonstrate ability to resolve inquiries quickly and accurately
• Perform completeness reviews in a quality assurance capacity as it relates to investor or fund activity/changes; ensure all work is ‘Always Audit Ready’
• Produce and review client and investor level reporting, such as monthly/quarterly statements, contract notes, order acknowledgements, and regulatory reports
• Take on and complete ad-hoc reporting as necessary such as the preparation of board reports, system extracts, K-1 distribution, audit requests, etc.
• Manage the final signoff process for investor transactions and resolve any outstanding documentation, including KYC/AML documents

• Follow JPMorgan's established processes and procedures and modify/iterate processes and procedures to continually improve accuracy, reduce redundancy, and mitigate risk

   

Required qualifications, capabilities, and skills

• Minimum 5 years’ experience in the Financial Services industry, preferably experience with a Fund Administrator, Hedge Fund, or Private Equity Fund
• Master’s degree in finance, economics, accounting or any relevant field.
• Dedicated to superior client service and able to remain poised under pressure
• Team player, professional and proactive approach to work, positive attitude
• Very strong communication skills both oral and written
• Excellent interpersonal skills
• Ability to work with a high level of precision in a fast-paced, deadline-driven environment
• Ability to collaborate and solve problems that involve multiple stakeholders
• Ability to work independently with strong follow-through

Preferred qualifications, capabilities, and skills

• Microsoft Office expertise: advanced proficiency in Word, Excel (VLOOKUPs, pivots), and Outlook
• Client service focus: anticipate client needs, build strong internal/external partnerships, and continuously improve satisfaction
• Risk and control discipline: highly detail-oriented; identify, assess, and mitigate inherent and residual risks
• Adaptability and resilience: perform effectively amid shifting priorities, ambiguity, and fast-paced change
• Learning agility: quickly absorb technical, procedural, and functional concepts to support clients and investors
• Effective communication: active listener who communicates clearly and addresses stakeholder questions and concerns
• Analytical and collaborative problem-solving: gather and synthesize information, identify root causes, and engage partners to deliver solutions