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.