Executive Complaints & FOS Liaison Specialist

Testing Site - JPMC; Easter Howgate; On-site; GBP 24,000 - 34,000; Full time

Job summary

JPMorgan Chase in the United Kingdom seeks a Customer Service Specialist within Banking Operations to deliver exceptional service and resolve inquiries and complaints from first contact to resolution.

The role involves collaboration with internal teams, handling high-value customers, and managing the Chase Exec mailbox, with shift work across mornings, evenings, and weekends on a rotational basis.

Qualifications

• Previous experience in Financial Services, particularly Banking.
• Experience in a fast-paced, dynamic environment.
• Proven ability to build relationships and provide exceptional service.
• Team player with a collaborative mindset.

Responsibilities

• Manage stakeholder communication, including with FOS investigators and Ombudsman.
• Collaborate with internal departments like Fraud Investigations and Compliance for case returns.
• Own high-risk complaints, including CEO/MD level referrals.
• Handle inquiries from high-value customers and manage the Chase Exec mailbox.
• Support audit walkthroughs and manage press office complaints.
• Assist with vulnerable and vexatious customer complaints.
• Perform administrative tasks, including recording PI for audits.
• Adhere to regulated SLAs set by the FOS.
• Provide analysis and deep dives on cases for senior leadership and FCA reviews.
• Stay informed on industry standards and share trends with leaders.

Skills

Customer service

Communication

Empathy

Problem solving

Teamwork

Change advocacy

Job description

JPMorgan Chase in the United Kingdom seeks a Customer Service Specialist within Banking Operations to deliver exceptional service and resolve inquiries and complaints from first contact to resolution.

The role involves collaboration with internal teams, handling high-value customers, and managing the Chase Exec mailbox, with shift work across mornings, evenings, and weekends on a rotational basis.