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Team Lead, Customer Service VP Asset and Wealth ManagementChase • Tempe, AZ, United States
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Team Lead, Customer Service VP Asset and Wealth Management

Team Lead, Customer Service VP Asset and Wealth Management

Chase • Tempe, AZ, United States
21 days ago
Job type
  • Full-time
Job description

Team Lead In Customer Service

As a Team Lead in Customer Service in our Asset and Wealth Management division, you will oversee a team of customer service professionals, ensuring the delivery of exceptional service to our clients. You will act as a primary escalation point, coach and mentor team members, and drive operational excellence. Your leadership will support both clients and your team in their financial journeys, fostering a collaborative and high-performing environment.

Job Responsibilities:

  • Lead, coach, and develop a team of Customer Service Analysts to deliver outstanding service to Wealth Management clients.
  • Serve as the primary escalation point for complex client queries and challenging conversations, including complaints.
  • Monitor team performance, provide feedback, and implement training to enhance customer service and product knowledge.
  • Foster a client-focused culture, ensuring all interactions via phone and email are handled professionally and efficiently.
  • Collaborate with other departments to resolve client issues and drive cross-functional solutions.
  • Support cross-selling and referral initiatives, guiding the team to connect clients with other JPMC lines of business for in-depth wealth discussions.
  • Adapt communication strategies to meet diverse customer needs and coach team members on best practices.
  • Identify, recommend, and implement improvements within the Customer Support function to enhance client experience and operational efficiency.
  • Maintain high standards of telephone and email etiquette across the team.

Required Qualifications, Capabilities, and Skills:

  • Proven experience in customer service, preferably within financial services, with demonstrated leadership or supervisory experience.
  • Security Licenses: SIE, 7, 63 or 66, 9, and 10
  • People management or leadership experience
  • Excellent client focus, interpersonal skills, and ability to motivate and develop a team.
  • Strong telephone and email etiquette, with a proactive mindset for continuous improvement.
  • High level of technical skill in relevant financial products and services.
  • Ability to exercise discretion, sound judgment, and manage sensitive client situations.

Preferred Qualifications, Capabilities, and Skills:

  • Proficient in Spanish, both verbal and written.
  • University degree in Economics, Finance, or equivalent work experience.
  • Empathetic problem solver with a passion for learning and coaching others.
  • Excellent communication skills and ability to manage multiple priorities.
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Team Lead, Customer Service VP Asset and Wealth Management • Tempe, AZ, United States

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