Client Service Associate I

JOB DESCRIPTION

Embark on a rewarding and challenging career as a Client Service Specialist IV with our dynamic team. You'll have the opportunity to make a significant impact by supporting process improvements, key initiatives and expanding your creative skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career.

As a Client Service Associate I within the Client Service Delivery team at JPMorgan Chase, you will be responsible for the oversight, supervision, and development of the Client Services team. This role is for a call center management position with dual responsibilities as a Wilmington office team lead. As the primary location for this department is in Philadelphia, this specific Client Service manager will be responsible for administrative upkeep and maintenance of the Wilmington location. This position is critical in driving exceptional customer experiences, maximizing retention, and supporting InstaMed’s continued growth through effective team leadership and operational excellence.

InstaMed, a J.P. Morgan company, is a rapidly growing healthcare technology leader in the emerging market of healthcare payments. Our solutions are delivered via a proprietary cloud-based platform, connecting a robust network of healthcare providers and payers. We are seeking motivated candidates to join our dynamic and expanding team.

Job responsibilities

• Manage, coach, and develop Client Service Specialist to achieve high performance and professional growth.
• Deliver onboarding and ongoing training, including the creation and maintenance of training materials and knowledge resources.
• Set clear expectations and provide ongoing support to ensure optimal team performance.
• Oversee daily operations, including scheduling to ensure adequate coverage during business hours.
• Monitor and manage team performance against key Service Level Agreements (SLAs) (e.g., average speed of answer, call abandonment rate, incident resolution, customer satisfaction scores).
• Handle and resolve customer escalations with professionalism and empathy.
• Support the team by handling inbound calls, emails, and cases as needed.
• Ensure team compliance with all relevant regulations (e.g., HIPAA, PCI).
• Develop and maintain Salesforce Solutions and Knowledge Articles for the team.

Required qualifications, capabilities, and skills

• Bachelor’s degree required.
• Demonstrated ability to think critically and propose technical solutions to customer issues.
• Proven creative and analytical problem-solving skills.
• Strong organizational skills; able to manage a team in a fast-paced, deadline-driven environment.
• Sound judgment in setting customer expectations and managing sensitive situations.
• Excellent written and verbal communication skills; strong interpersonal abilities.

Preferred qualifications, capabilities, and skills

• Experience managing a team of 5 or more preferred.
• Experience supporting technology solutions preferred.
• Knowledge of healthcare and/or financial services preferred.

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’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.