Global Complaints Specialist: End-to-End Case Ownership

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

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.