FOS & Exec Complaints Specialist

JPMorgan Chase & Co.; City of Edinburgh; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

JPMorgan Chase & Co. in Edinburgh seeks a Customer Service Specialist to deliver outstanding support within Banking Operations.

You will resolve inquiries and high-risk complaints, collaborating with Fraud Investigations, Compliance and other teams to ensure a smooth, compliant customer journey. The role involves shift work across mornings, evenings and weekends, offering exposure to regulatory reviews, risk management and a dynamic banking environment.

Qualifications

• Experience in financial services, banking preferred.
• Adaptable to fast-paced, dynamic environments.
• Proven ability to build relationships and deliver exceptional service.
• Collaborative mindset and team orientation.

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 focus

Communication

Problem solving

Process improvement

Root cause analysis

Learning mindset

Education

Financial services experience

Fast-paced environment

Relationship building

Team player

Job description

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

Job Description

At Chase, part of the JPMorgan Chase family, we are revolutionizing the financial services market in the UK with our innovative mobile banking app. Our mission is to empower customers to manage their finances seamlessly from the palm of their hand. As we build this exciting new venture, we are seeking talented individuals to join our team and deliver outstanding customer service. Be part of a dynamic environment where your contributions will make a real impact.

As a Customer Service Specialist in our Banking Operations team, you will deliver exceptional service and support to our customers. You will work with us to resolve inquiries and complaints, ensuring a seamless experience from first contact to resolution. This role offers the opportunity to collaborate with internal departments and manage high-risk complaints, contributing to the success of our business.

Job 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.

Core Skills and Behaviors

• Collaborative and customer-focused with excellent communication skills.
• Passionate about delivering first-class service and solving complex queries.
• Empathetic and a problem solver with the ability to investigate and resolve complaints.
• Champion for process and product changes.
• Critical thinker with a focus on root cause analysis and change advocacy.
• Eager to learn and self-develop.

Qualifications, Experience & Attributes

• 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.

Additional Information

This role involves shift work, including mornings, evenings, and weekends on a rotational basis, with the option to work across 4 or 5 days per week. If you're ready to join the bank of the future and believe you're a great fit.

#ICBCareer #ChaseUKCustomerServices

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.