Senior Client Experience Specialist - Financial Services

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

Job summary

JPMorgan Chase & Co. invites applicants for a Client Service Subject Matter Expert role within JPMorgan Personal Investing. You will own complex client journeys across phone, email, and chat, delivering high-quality experiences and identifying root causes for service improvements.

Working with internal teams and external providers, you will maintain detailed case notes, handle escalations, and ensure adherence to service standards in a regulated financial setting.

Qualifications

• Experience delivering client service in a regulated financial services environment.
• Strong client communication across phone, email, and chat, able to explain complex matters clearly.
• Proven end-to-end case ownership with good organisation and follow-through.
• Structured, analytical problem-solving to diagnose issues and drive resolution.
• Strong collaboration across teams and ability to influence when needed.
• High attention to detail and thorough documentation using case management tools.
• Discipline in following procedures and protecting sensitive data.

Responsibilities

• Provide high-quality client support via phone, email, and chat for complex queries.
• Own assigned client journeys from handover through closure, reducing repeat contact with proactive updates.
• Receive escalations, define a resolution plan, and drive it to completion.
• Investigate advanced client queries to identify root cause, required documentation, and steps.
• Partner with internal teams (Operations, Transfers, Product, Tax, Compliance/Risk, Technology) to resolve issues.
• Liaise with external providers and third parties to obtain information and progress servicing actions.
• Maintain complete and accurate case notes and interaction records for continuity and audit readiness.
• Identify vulnerability indicators, complaint triggers, and conduct concerns, elevating appropriately.
• Monitor case progress to ensure responses stay within service levels.
• Share recurring issues and improvement recommendations with relevant teams.

Skills

Client communication

Complex case handling

Regulated environment

Collaboration across teams

Documentation accuracy

Problem solving

Attention to detail

Prioritisation

Job description

JPMorgan Chase & Co. invites applicants for a Client Service Subject Matter Expert role within JPMorgan Personal Investing. You will own complex client journeys across phone, email, and chat, delivering high-quality experiences and identifying root causes for service improvements.

Working with internal teams and external providers, you will maintain detailed case notes, handle escalations, and ensure adherence to service standards in a regulated financial setting.