Client Experience Team - Client Care Associate

J.P. Morgan; London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading financial institution is seeking a Client Experience specialist to manage client complaints and improve processes within the International Private Bank. The ideal candidate will demonstrate exceptional analytical skills, attention to detail, and the ability to collaborate across teams to enhance the client experience. This role offers a valuable opportunity for proactive individuals who are passionate about driving business improvements in a fast-paced environment.

Qualifications

• Experience in Private Banking preferred.
• Strong command of financial terminology.
• Familiarity with investment products.

Responsibilities

• Efficiently manage and resolve complaints ensuring compliance.
• Conduct comprehensive complaint investigations.
• Present findings and recommendations to senior leadership.

Skills

Analytical Skills

Communication Skills

Interpersonal Skills

Organizational Skills

Problem Solving

Job description

The International Private Bank (IPB) Client Experience team (CX) is dedicated to delivering an exceptional experience for our clients and prospects. Through a proactive, coordinated, and inclusive approach, the CX team collaborates across various facets of the Private Bank, including Front Office Advisors, Client Service, Digital and Data Transformation, Operations, Privacy, Compliance, Legal, and Controls.

This role is crucial in managing and addressing client complaints, conducting root cause analyses, and sharing insights across the Private Bank to prevent future issues. The ideal candidate will possess strong critical thinking skills, be self-motivated, and have the ability to think creatively to not only respond to clients but also propose enhancements to existing systems and processes for an improved client and employee experience. With the diverse scope of complaint subject matter, this role offers the opportunity to learn from and collaborate with colleagues and Senior Leadership across multiple teams within the Private Banking business.

Candidates should exhibit excellent organizational skills, along with excellent written and verbal communication abilities. Strong interpersonal skills, meticulous attention to detail, superior analytical and research capabilities, and a genuine passion for driving business enhancements are essential for success in this role.

Job Responsibilities:

• Complaint Handling: Efficiently manage and resolve complaints from clients, related parties, and prospects of the IPB, ensuring compliance with regulatory requirements and deadlines. Draft formal response letters incorporating financial and legal terminology as needed.
• Root Cause Analysis: Conduct comprehensive complaint investigations to identify the underlying causes of complaints. Develop and propose strategies to prevent recurrence, enhancing client satisfaction and optimizing business processes related to JPM products, procedures, or personnel.
• Knowledge Sharing: Present findings and recommendations to senior leadership and market teams, establishing yourself as a subject matter expert. Facilitate knowledge transfer to promote understanding and implementation of best practices.
• Collaboration: Partner with client-facing teams to address and resolve complaints, including in challenging or sensitive situations, fostering a collaborative environment.
• Process Improvement: Continuously assess the current complaint handling process and reporting mechanisms. Suggest improvements to increase efficiency, better serve complainants, and further streamline the complaint handling process.
• Regulatory Compliance: Ensure all complaint handling activities strictly adhere to regulatory standards and are meticulously documented.

Required Qualifications, Capabilities andSkills:

• Program management mindset and strong analytical/ critical thinking skills.
• Excellent communication and presentation skills, with the ability to articulate complex information clearly and concisely.
• Ability to work independently and as part of a team in a fast-paced environment.
• Previous experience in Private Banking, including familiarity with investment products, and financial and legal terminology.
• Self-driven and proactive approach to work.
• Ability to manage multiple tasks and meet deadlines.
• Strong interpersonal skills and the ability to build relationships with internal and external stakeholders. Prior experience engaging with clients and senior stakeholders is preferred.
• Demonstrated proficiency writing in English, with a strong command of financial terminology.
• Proficiency writing in French, German, or Italian preferred.
• Complaint or feedback handling experience strongly preferred.