Complaints Management Advocacy - Senior Associate

JPMorgan Chase & Co.; Bournemouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global financial services firm in Bournemouth seeks a Complaints Management Advocate. The role focuses on resolving customer complaints, ensuring compliance with regulatory requirements, and collaborating with internal partners. Ideal candidates have extensive experience in complaint resolution and excellent communication skills. This position offers a chance to significantly impact client satisfaction within a diverse and inclusive environment.

Qualifications

• Extensive experience in complaint resolution, customer service, or regulatory compliance.
• In-depth understanding of regulatory requirements and financial industry standards.
• Exceptional research, analytical, and problem-solving skills.
• Outstanding communication and interpersonal abilities.
• Strong sense of urgency with effective task prioritization.

Responsibilities

• Direct the intake and documentation processes for customer complaints.
• Develop and implement strategies to resolve complaints efficiently.
• Conduct thorough investigations to identify root causes of complaints.
• Collaborate with internal teams to uphold customer satisfaction.
• Guarantee adherence to company policies and regulatory mandates.

Skills

Complaint resolution

Customer service

Regulatory compliance

Research

Analytical skills

Problem-solving

Communication

Interpersonal skills

Time management

Organizational skills

Education

Bachelor's degree preferred

Job description

Job Description

The Complaints Management Advocate plays a vital role in supporting thousands of employees within the Global Client Onboarding and Service Organization.

As a Complaints Management Advocacy - Senior Associate in the Advocacy Controls and Execution team, you will be responsible for intake, tracking, and partnering with business partners to ensure timely resolution for clients. You will need to demonstrate a strong sense of urgency, strict confidentiality, and a thorough understanding of regulatory requirements, which are essential for success in this role.

Responsibilities

• Direct the intake and documentation processes for customer complaints.
• Develop and implement strategies to resolve complaints efficiently, ensuring adherence to company policies and regulatory standards.
• Conduct thorough investigations to identify root causes and devise effective solutions for complaints.
• Collaborate with internal teams to uphold customer satisfaction and ensure compliance with regulatory requirements.
• Guarantee that complaint resolution processes are in strict accordance with company policies and regulatory mandates. Maintain up-to-date knowledge of regulatory changes and industry standards.
• Engage with internal partners to address complaints and drive continuous improvements.
• Foster a culture of collaboration and innovation within the organization.
• Analyze complaint data to discern trends and provide actionable insights.
• Assist with creation of comprehensive reports for senior management, detailing key findings and strategic recommendations.

Required qualifications, capabilities and skills

• Extensive experience in complaint resolution, customer service, or regulatory compliance
• In-depth understanding of regulatory requirements and financial industry standards.
• Exceptional research, analytical, and problem-solving skills.
• Outstanding communication and interpersonal abilities.
• Possesses excellent time management and organizational skills
• Demonstrates a strong sense of urgency and effectively prioritizes tasks based on risk.

Preferred qualifications, capabilities and skills

• Bachelor's degree preferred.

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 our FAQs for more information about requesting an accommodation.

About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.