Servicing Travel Advisor Lead, Chase Travel

As a Servicing Travel Advisor Lead you will be overseeing Travel Escalation Desk (TED) advisors, offering mentorship, and designing customized refresher programs to enhance team skills and performance. You will also provide a solution-based service that Chase Travel can offer, ensuring timely resolution for our customers. Responsibilities include, but are not limited to, assigning tasks, monitoring team productivity, conducting performance evaluations, and establishing clear goals aligned with CTAG objectives. You will also be tracking aging CSM tickets and performance metrics to ensure targets are achieved, collaborating with other departments for process improvements, and implementing best practices for efficient CTAG operations.

Job responsibilities:

• Oversees a team of Travel Escalation Desk (TED) advisors, ensuring effective oversight and guidance in daily operations.
• Mentors team members by providing continuous support and refresher knowledge checks to enhance their skills and performance.
• Designs and implements refresher programs tailored to the needs of CTAG advisors.
• Assigns tasks and responsibilities to team members, ensuring fair distribution of workload and adherence to deadlines.
• Monitors team performance and productivity, making necessary adjustments to task assignments as needed.
• Conducts regular performance reviews, offering constructive feedback to encourage professional growth and development, while ensuring proper documentation in JPMC check-ins
• Establishes clear performance goals and expectations for team members, aligning them with departmental objectives.
• Monitors CSM reports via Service Now along with performance metrics via SAS to identify areas for improvement and ensure targets are consistently met.
• Collaborates with other departments to streamline processes to enhance the efficiency and accuracy of CTAG operations.
• Serves as a point of contact for escalated customer inquiries, disputes, and case management, ensuring prompt and professional resolution.
• Communicates effectively with suppliers to advocate for your team members.

Required qualifications, capabilities, and skills:

• Minimum of 2+ years of experience in the travel industry and Minimum of 3 plus years of leadership experience.
• Ability to demonstrate advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms including self-booking tools
• Strong leadership and team management skills, with the ability to motivate and empower team members to achieve goals.
• Excellent communication and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Proficiency Working knowledge of the firm's travel technology and Microsoft Office.
• Thorough understanding and application of Chase firmwide complaint standards for identification and documentation
• Preferred qualifications, capabilities, and skills
• Ability to build effective relationships within the team and across colleagues
• Proven time optimization skills
• Effectively communicate, set deadlines and follow through on them
• Have keen attention to detail

• FEDERAL DEPOSIT INSURANCE ACT: This position is subject to Section 19 of the Federal Deposit Insurance Act. As such, an employment offer for this position is contingent on JPMorganChase's review of criminal conviction history, including pretrial diversions or program entries.

Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

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.

Equal Opportunity Employer/Disability/Veterans