Team Lead, Customer Service VP - Asset Wealth Management

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Category:
Client Service

Job Schedule:

Full time

Posted Date: T16:07:02+00:00

Job Shift:

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Description:

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.

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

* 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.

* 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.