Team Lead, Customer Service VP – Asset and Wealth Management

Description:
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.