Team Lead, Customer Service – Asset Wealth Management

JPMorgan Chase & Co. • Tempe, AZ

22h

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
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees