FOS & Exec Complaints 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

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,