Client Service Subject Matter Expert

JPMorgan Chase & Co.; Easter Howgate; On-site; GBP 32,000 - 52,000; Full time

Job summary

JPMorgan Chase & Co. invites applicants for a Client Service Subject Matter Expert role within JPMorgan Personal Investing. You will own complex client journeys across phone, email, and chat, delivering high-quality experiences and identifying root causes for service improvements.

Working with internal teams and external providers, you will maintain detailed case notes, handle escalations, and ensure adherence to service standards in a regulated financial setting.

Qualifications

• Experience delivering client service in a regulated financial services environment.
• Strong client communication across phone, email, and chat, able to explain complex matters clearly.
• Proven end-to-end case ownership with good organisation and follow-through.
• Structured, analytical problem-solving to diagnose issues and drive resolution.
• Strong collaboration across teams and ability to influence when needed.
• High attention to detail and thorough documentation using case management tools.
• Discipline in following procedures and protecting sensitive data.

Responsibilities

• Provide high-quality client support via phone, email, and chat for complex queries.
• Own assigned client journeys from handover through closure, reducing repeat contact with proactive updates.
• Receive escalations, define a resolution plan, and drive it to completion.
• Investigate advanced client queries to identify root cause, required documentation, and steps.
• Partner with internal teams (Operations, Transfers, Product, Tax, Compliance/Risk, Technology) to resolve issues.
• Liaise with external providers and third parties to obtain information and progress servicing actions.
• Maintain complete and accurate case notes and interaction records for continuity and audit readiness.
• Identify vulnerability indicators, complaint triggers, and conduct concerns, elevating appropriately.
• Monitor case progress to ensure responses stay within service levels.
• Share recurring issues and improvement recommendations with relevant teams.

Skills

Client communication

Complex case handling

Regulated environment

Collaboration across teams

Documentation accuracy

Problem solving

Attention to detail

Prioritisation

Job description

• Locations 4-5 Lochside View, Edinburgh, City of Edinburgh, EH12 9DH, GB
• Job Schedule Full time

Job Description

JPMorgan Personal Investing, Europe’s leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.

a Client Service Subject Matter Expert in JPMorgan Personal Investing you own complex client journeys from handover to resolution and deliver a high-quality experience across phone, email, and chat. You help us improve outcomes by identifying root causes and recommending practical service enhancements.

Job responsibilities

• Provide high-quality client support via phone, email, and chat for complex queries.
• Own assigned client journeys from handover through closure, reducing repeat contact through proactive updates.
• Receive escalations, define a resolution plan, and drive it to completion.
• Investigate advanced client queries to identify root cause, required documentation, process steps, and stakeholders.
• Partner with internal teams (including Operations, Transfers, Product, Tax, Compliance/Risk, and Technology) to resolve issues efficiently.
• Liaise with external providers and third parties, where applicable, to obtain information and progress servicing actions.
• Maintain complete and accurate case notes and interaction records to support continuity and audit readiness.
• Identify vulnerability indicators, complaint triggers, and conduct concerns, and elevate appropriately.
• Monitor case progress to ensure client responses remain within agreed service levels.
• Share recurring issues, client pain points, and improvement recommendations with relevant teams.

Required qualifications, capabilities and skills

• Experience delivering client service in a regulated financial services environment (e.g. contact centre, client operations, or servicing).
• Demonstrated client communication skills across phone, email, and chat, including explaining complex matters clearly.
• Proven end-to-end case ownership with strong organisation, prioritisation, and follow-through.
• Strong structured, analytical problem-solving skills to diagnose issues and drive resolution across multiple dependencies.
• Strong collaboration skills across teams, with confidence to challenge and influence constructively when needed.
• High attention to detail and disciplined documentation using a case management or customer relationship tool.
• Strong control mindset, including following procedures, protecting sensitive data, and meeting service standards.
• Resilience and adaptability, remaining calm under pressure in a high-volume and/or high-complexity environment.

Preferred qualifications, capabilities, and skills

• Experience handling individual savings account and/or pension queries and common servicing journeys (for example: contributions, withdrawals, transfers, tax-year considerations, beneficiary or nomination updates, statements, and reporting).
• Experience managing escalations, complex investigations, and service recovery across multiple teams.
• Experience coordinating with external providers and third parties to progress servicing actions.

About Us

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
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 ourFAQs for more information about requesting an accommodation.

About the Team

Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers, and employees up for success.

Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.