Team Lead, Customer Service VP - Asset and Wealth Management

Job Description

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.

About Us

JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans

About the Team

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.​