Global Complaints Specialist - Chase UK

JPMorgan Chase & Co.; Easter Howgate; On-site; GBP 32,000 - 52,000; Full time

Job summary

JPMorgan Chase & Co. in Edinburgh is seeking a Global Complaints Specialist to own end-to-end cases, deliver fair and timely outcomes, and support vulnerable customers. You will gather facts, identify root causes, and drive improvements while collaborating with cross-functional teams across the bank.

You will manage inquiries by phone, chat and email, meet three-day targets, and write clear, formal communications to customers, executives and regulators as needed.

Qualifications

• Experience handling customer complaints in banking or financial services.
• Experience managing end-to-end cases across phone, chat and email.
• Experience applying regulatory complaint service level agreements (SLAs), including DISP PSD and non‑PSD timelines.
• Experience supporting vulnerable customers with tailored approaches.
• Experience conducting root cause analysis and communicating impacts to customers.
• Proven ability to track and deliver against operational KPIs.
• Strong verbal communication and conflict de-escalation skills.
• Strong formal writing skills for letters and customer emails.
• Excellent time management with the ability to prioritise high‑risk, longest‑running cases.
• Experience collaborating with cross‑functional teams to resolve issues quickly.
• Proficiency with digital tools and case management systems.

Responsibilities

• Prioritise your daily workload to address the longest-running and highest-risk cases first.
• Manage end-to-end complaint cases from receipt to final response across phone, chat and email.
• Meet three working day resolution targets while maintaining quality and fairness.
• Escalate executive-level complaints per criteria to the Executive Complaints team.
• Contact customers to resolve complex issues, flexing your communication style to their needs.
• Recognise and support vulnerable customers with tailored, priority assistance.
• Write clear, formal letters and emails that explain findings, outcomes and next steps.
• Investigate root causes thoroughly and explain the impact to customers.
• Collaborate with internal teams and hold stakeholders accountable to enable rapid resolution.
• Track and meet throughput, quality and customer outcome KPIs.
• Identify and report complaint drivers and trends; feed back improvements to prevent recurrence.

Skills

Banking complaints

Omnichannel case management

Regulatory SLAs

Vulnerable customers

Root cause analysis

KPIs tracking

Conflict de-escalation

Formal writing

Time management

Cross-functional collaboration

Digital tools

Tools

Case management systems

AI-assisted drafting

Job description

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

Job Description

At Chase, we put customers first in every interaction, especially when something hasn’t gone to plan. In our complaints team, you help transform challenging moments into confidence in our brand by delivering fair, fast and empathetic resolutions. You will be part of a team that owns cases end to end, identifies the real drivers behind issues, and feeds back improvements that make banking better for everyone. If you care deeply about service, clarity and doing what’s right, this is a place where your work makes a visible impact. Join us to create advocates for Chase through exceptional complaint handling.

As a/an Global Complaints Specialist in Chase UK’s Global Complaints team, you own complaint cases end to end and deliver fair, clear and timely outcomes. You partner with us across the business to gather facts, understand root causes and resolve issues, often within three working days. You help us recognise and support vulnerable customers, communicate decisions confidently and compassionately, and spot trends that drive continuous improvement.

Job responsibilities

• Prioritise your daily workload to address the longest-running and highest-risk cases first.
• Manage end-to-end complaint cases from receipt to final response across phone, chat and email.
• Meet three working day resolution targets while maintaining quality and fairness.
• Escalate executive-level complaints per criteria to the Executive Complaints team.
• Contact customers to resolve complex issues, flexing your communication style to their needs.
• Recognise and support vulnerable customers with tailored, priority assistance.
• Write clear, formal letters and emails that explain findings, outcomes and next steps.
• Investigate root causes thoroughly and explain the impact to customers.
• Collaborate with internal teams and hold stakeholders accountable to enable rapid resolution.
• Track and meet throughput, quality and customer outcome KPIs.
• Identify and report complaint drivers and trends; feed back improvements to prevent recurrence.

Required qualifications, capabilities, and skills

• Experience handling customer complaints in banking or financial services.
• Experience managing end‑to‑end cases across phone, chat and email.
• Experience applying regulatory complaint service level agreements (SLAs), including DISP PSD and non‑PSD timelines
• Experience supporting vulnerable customers with tailored approaches.
• Experience conducting root cause analysis and communicating impacts to customers.
• Proven ability to track and deliver against operational key performance indicators (KPIs).
• Strong verbal communication and conflict de‑escalation skills.
• Strong formal writing skills for letters and customer emails.
• Excellent time management with the ability to prioritise high‑risk, longest‑running cases.
• Experience collaborating with cross‑functional teams to resolve issues quickly.
• Proficiency with digital tools and case management systems.

Preferred qualifications, capabilities, and skills

• Experience using AI tools such as LLM Suite to draft fair and reasonable letters and streamline workflows.
• Experience in a digital bank or fintech environment.
• Familiarity with executive complaints handling and escalation criteria.
• Experience analysing complaint drivers and trends to recommend process improvements.
• Training or accreditation in conflict management or customer vulnerability.

Experience operating in KPI-driven environments with quality audits.

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.