FOS & Executive Complaints Specialist

JPMorgan Chase & Co.; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading financial institution is seeking motivated individuals for a role that focuses on managing complex customer complaints and stakeholder communications. You will collaborate with various departments to ensure high-quality service delivery while adhering to regulatory standards. The ideal candidate thrives in a dynamic environment and possesses strong communication and problem-solving skills.

Qualifications

• Previous experience in Financial Services, particularly Banking.
• Experience in a fast-paced, dynamic environment.

Responsibilities

• Manage stakeholder communication and high-risk complaints.
• Collaborate with internal departments for case returns.
• Provide analysis for senior leadership and FCA reviews.

Skills

Communication

Problem Solving

Critical Thinking

Team Collaboration

Job description

Responsibilities

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

Core Skills and Behaviors

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

Qualifications, Experience & Attributes

1. Previous experience in Financial Services, particularly Banking.
2. Experience in a fast-paced, dynamic environment.
3. Proven ability to build relationships and provide exceptional service.
4. 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, apply today!

About Us

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

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.