Help shape travel experiences that matter. In this role, you'll lead a team that supports travelers and clients with accuracy, urgency, and care. You'll coach performance, improve day-to-day operations, and resolve complex travel issues. Join us to build a high-performing service culture and elevate the client experience.
As a Servicing travel advisor lead in Chase Travel, you will guide advisors to deliver high-quality travel support and consistently positive client experiences. You'll use coaching, quality monitoring, and performance insights to strengthen service delivery. You'll partner across teams to streamline processes and resolve escalations efficiently.
Job responsibilities
• Monitor service quality through call and email reviews, scorecards, and complaint tracking to identify trends and drive continuous improvement.
• Coach advisors through targeted feedback, mentoring, and one-on-one performance conversations.
• Develop and maintain account-specific training and reference materials aligned to client requirements.
• Oversee workforce management activities, including timecard validation, schedule coordination, and time-off approvals to support service coverage.
• Build and maintain professional client relationships by assessing needs and providing tailored travel solutions.
• Coordinate cross-functional communication to streamline support workflows and improve operational efficiency.
• Partner with account management on strategy discussions, new-account implementation calls, and recurring client meetings to align on service objectives.
• Improve servicing processes by identifying opportunities to simplify workflows and implement productivity-focused enhancements.
• Ensure advisors use travel management technology tools effectively to support booking accuracy and traveler experience.
• Resolve complex travel-related escalations by applying policy knowledge and securing timely, effective outcomes.
• Support hiring and onboarding activities to strengthen team capability and readiness.
Required qualifications, capabilities, and skills
• 3 years of experience in corporate travel servicing, travel management, or travel agency operations.
• 1 year of experience leading, coaching, or mentoring team members in a service environment.
• Proficiency using Sabre (GDS) and travel booking, ticketing, and itinerary management tools.
• Experience managing client relationships, including handling service concerns and escalations.
• Strong analytical and problem-solving skills to evaluate complex travel scenarios and determine effective resolutions.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Strong written and verbal communication skills to communicate clearly and professionally with internal teams and clients.
Preferred qualifications, capabilities, and skills
- Experience supporting VIP, complex multi-leg, or group travel arrangements.
- Experience designing training content and running quality calibration or coaching routines.
- Experience with workforce management processes such as scheduling and timekeeping in a contact center or service setting.
- Familiarity with travel policy compliance and traveler duty-of-care considerations.
- Experience partnering with implementation or account teams to support client onboarding and service enhancements
- Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.
ABOUT USJPMorganChase, 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 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.
ABOUT THE TEAMFROSCH is Chase's best-in-class travel business, delivering exceptional customer service, industry-leading expertise, and meaningful travel experiences to our clients. For more than 45 years, FROSCH has been a travel company of choice, building a client-centered service model and employee-focused workforce. Now, as a part of the Chase family, FROSCH is expanding its network to deliver global travel management and luxury travel planning to even more people - all in service of Chase's core mission to help customers make the most of their money.
For both our employees and businesses, we are driving success in a diverse culture with a commitment to creating an environment where everyone belongs. Positions within FROSCH provide numerous opportunities for meaningful growth in a firm dedicated to inclusivity, development, mobility, and career advancement. We are hiring best-in-class talent who are passionate, entrepreneurial, and want to work in a globally diverse organization with a strong team culture. New team members will be part of an exciting transformation as we build competitive strategies, leverage new and innovative technologies, and create industry-leading teams.
