Team Lead, Customer Service VP – Asset Wealth Management

JPMorgan Chase & Co.•Tempe, AZ

About The Position

As a Team Lead in Customer Service for Asset Wealth Management, 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.

Requirements

Proven experience in customer service, preferably within financial services, with demonstrated leadership or supervisory experience.
Security Licenses: 7/66.
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.

Nice To Haves

Proficient in Spanish, both verbal and written.
Security Licenses: 9/10 (must be obtained within 90 days of starting the role)
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.

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.