Client Engagement Manager (West Coast)

Job Description

Join our team where your passion for exceptional service meets the power of one of the world's most trusted financial institutions. You'll shape the onboarding experience for high-net-worth clients, working at the intersection of premium hospitality and operational excellence. This is your opportunity to make a meaningful impact from day one — for clients and for your career.

As a Client Engagement Onboarding Manager in the VWT by Chase Travel team, you will own the new-client onboarding journey end-to-end, from lead intake through advisor handoff. You'll conduct high-touch consultations, build rich client profiles that enable exceptional personalization, and partner with cross-functional stakeholders to continuously raise the bar on client satisfaction and loyalty.

Job responsibilities

• Monitor lead intake channels and ensure timely outreach and follow-up in alignment with established service-level standards
• Conduct onboarding consultation calls to introduce Chase Travel services, set client expectations, and capture preferences that shape future travel planning
• Drive rigorous follow-up by ensuring each client interaction results in clear next steps, documented outcomes, and proactive communication
• Coordinate advisor assignment and handoff, ensuring seamless transitions with complete client context
• Build and maintain comprehensive personal travel profiles in the CRM to enable elevated personalization and seamless servicing
• Develop trusted client relationships quickly by translating insights into actionable guidance for travel advisors
• Identify pipeline bottlenecks and implement enhancements that improve efficiency, personalization, and conversion rates
• Maintain a structured scheduling process for engagement calls to deliver a consistent, premium client experience
• Protect data integrity by maintaining accurate, timely reporting in the lead dashboard and CRM in adherence to process standards

Required qualifications, capabilities, and skills

• Bachelor's degree or equivalent practical experience
• 3+ years of client-facing experience in client engagement, customer success, concierge, hospitality, or relationship management
• Experience supporting luxury and/or high-net-worth clientele with a high standard of discretion and service
• Strong operational discipline and attention to detail with the ability to manage multiple priorities without sacrificing quality
• Excellent communication and listening skills with the ability to quickly assess needs, set expectations, and drive to resolution
• Proficiency with CRM tools and client data management, ideally including Client Base and/or Salesforce
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) for reporting and presentations
• Ability to perform in a remote environment with consistent responsiveness, accountability, and stakeholder communication
• Ability to work primarily PST business hours (standard 9-hour daytime shift) with flexibility to support EST-based onboarding as business needs require.

Preferred qualifications, capabilities, and skills

• Experience in the travel industry
• Client management or engagement certification (e.g., CCSM)

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.

Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.

About Us

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

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.