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

The J.P. Morgan Wealth Management Service Center Team: Our investment professionals work in a team based, call center environment assisting clients and prospects with investment account service requests and inquiries over the telephone and serve as experts on our online brokerage platform. We focus on delivering quality interactions, serving a variety of unique types of accounts and client segments including Self-Directed Investing, Chase Private Client, and the JP Morgan Private Bank.
As a Client Service Leader within the J.P. Morgan Wealth Management Client Service Center team, you will play a pivotal role in our mission to deliver an exceptional client experience and guide team members in making wise investment decisions. Your responsibilities will include direct management of a team of Registered Representatives, where you will provide outstanding leadership and effective supervision. You will be part of a fun, engaging, empowered, and inclusive team environment where we value each other and every client we serve. Your leadership and supervision skills will be utilized in managing a team of Investment Professionals who focus on delivering quality interactions and serving a variety of unique account types and client segments, including Self-Directed Investing, Chase Private Client, and the JP Morgan Private Bank.
Job 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: Our current target operating hours are Monday – Friday, 12:30 pm – 9:00 pm Eastern
Required qualifications, capabilities, and skills
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, capabilities, and skills
1 or more 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