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Wealth Management - Client Service Leader, Associate

Req #: 180031811
Location: Westerville, OH, US
Job Category: Customer Service
Job Description:

J.P. Morgan Asset & Wealth Management, with client assets of $2.4 trillion, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.

The Client Service Leader will be a key member of the J.P. Morgan Securities Client Service Center team in our mission to create a great client experience and help individuals across all 50 U.S states to save and invest wisely. The group works in a team environment to assist clients with service over the telephone and serves as experts on our online platform, such as Chase.com. The Client Service Leader is responsible for providing exceptional leadership and effective supervision to staff within the JP Morgan Securities Client Service Center, overseeing a team of employees. 
 
Job Responsibilities:
  • Creating an outstanding employee experience and a winning culture, resulting in a place where people are excited to come to work every day
  • Responsible for day to day employee activities including coaching, time keeping, performance management, recognition and conducting disciplinary action when needed
  • Recruiting and onboarding new team members, including certifying skill competency following training
  • Strategic and tactical scheduling and floor management to meet service levels
  • Speaking with clients and handling escalations
  • Identifying areas for process improvement and training needs by conducting call observations
  • Problem resolution, research, and complaint resolution
  • Effective supervision of licensed staff to comply with all internal policies and regulations
  • Safeguarding our clients, employees and business through disciplined execution of controls
  • Fostering and developing partnerships across the enterprise   
  • 10 years or more of financial services or brokerage experience preferred; strong business and investment acumen-knowledge of Investment Products, Individual Retirement Accounts (IRAs), managed accounts, and employee benefit programs required
  • Proven experience in a leadership capacity, ability to motivate at an individual and team level, experience overseeing other managers preferred
  • Demonstrated ability to network, partner and influence leaders in various parts of the organization in order to move the business forward
  • Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s)
  • Ability to manage multiple priorities in a fast paced environment; adaptive to change
  • Excellent communication skills, highly professional and experienced in creating and presenting information to large audiences at various levels of the organization
  • Extremely organized and detail oriented, demonstrated knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Access, etc.) and various file manipulation skills
  • Ability to be flexible between the hours of 8:00 am–8:00 pm EST, Monday through Friday. Primary until 9 PM and primary on Saturdays, 8:00 am–5:00 pm EST
  • FINRA Series 7, 66 (or equivalent), life and health insurance, 9/10 (or equivalent), in addition to meeting FINRA continuing education requirements and ability to hold registration in all 50 states
  • Bachelor’s degree preferred
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