Location: Wilmington, DE, United States

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.

Join the team connecting a robust network of healthcare providers and payers