J.P. Morgan Wealth Management - Client Service Leader - Tempe, AZ

About the role

The J.P. Morgan Wealth Management Service Center is a team-based call center environment where investment professionals assist clients and prospects with investment account service requests and inquiries over the telephone and serve as experts on the online brokerage platform. The team focuses on delivering quality interactions and serves a variety of account types and client segments, including Self-Directed Investing, Chase Private Client, and the JP Morgan Private Bank.

Responsibilities

• Create an outstanding employee experience and a winning culture, resulting in a place where people are excited to come to work every day
• Manage day-to-day employee activities, including coaching, timekeeping, performance management, recognition, and conducting disciplinary action when needed
• Develop employees through effective coaching and career development conversations
• Recruit and onboard new team members
• Schedule strategically and manage the floor tactically to meet service levels
• Speak with clients and handle escalations
• Conduct call observations to review the quality of service provided
• Resolve problems, conduct research, and address complaints
• Supervise licensed staff effectively, ensuring adherence to registration and compliance tasks
• Foster and develop partnerships across the enterprise
• Maintain an effective risk and controls environment by exercising sound judgment to protect our firm and clients

Operating hours

Monday – Friday, 12:30 pm – 9:00 pm Eastern

Required qualifications

• 3+ years of financial services or brokerage experience
• Strong business and investment acumen, and knowledge of investment products, Individual Retirement Accounts (IRAs), managed (wrap) accounts, and employee benefit programs required
• FINRA Series 7, 63 (or equivalent) required, and ability to hold registration in all 50 states and territories
• FINRA Series 9/10 (or equivalent) required or must obtain within 90 days of employment
• Experience with networking, partnering, and influencing leaders in various parts of the organization in order to move the business forward
• Effectively manage multiple priorities in a fast-paced environment; adaptive to change
• Ability to balance producing strong results with proper risk management, strong compliance record in previous position(s)
• Excellent communication skills, highly professional and experienced in creating and presenting information

Preferred qualifications

• 1+ years of leading people in the brokerage industry preferred
• Proven experience in a leadership capacity, ability to motivate and develop at an individual and team level
• Ability to embrace change and effectively guide employees through shifts in business needs or priorities

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching

Pay

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.