Complaints Specialist

JOB DESCRIPTION

Join JP Morgan Personal Investing and help us redefine customer experience in the UK financial services market. As a Complaints Specialist, you'll play a vital role in ensuring fair outcomes for our clients by managing and resolving their complaints with empathy and professionalism. This is your opportunity to make a meaningful impact, collaborate with talented colleagues, and grow your career in a dynamic, customer-focused environment. Be part of a team that values integrity, diversity, and continuous improvement.

As a Complaints Specialist in the JP Morgan Personal Investing Complaints Team, you will take ownership of client complaints, ensuring each customer receives a fair and empathetic resolution. You will work with us to investigate issues thoroughly, comply with regulatory standards, and deliver creative solutions that enhance the customer experience. Your role will be essential in maintaining our commitment to excellence and supporting our mission to put customers at the center of everything we do.

Job Responsibilities:

• Take ownership of complaints, treating customers with respect and responding with empathy.
• Demonstrate strong investigation skills to build a full picture of each customer experience.
• Approach problems logically and with sound judgment to ensure appropriate customer outcomes and compliance with regulatory standards.
• Tailor effective and creative solutions for customers quickly and efficiently.
• Prioritize work to ensure efficiency and adherence to strict FCA and internal SLAs.
• Work independently and collaboratively within a team environment.
• Think critically and exercise independent judgment.
• Demonstrate resiliency and adaptability in a fast-paced environment.
• Maintain a strong customer focus, engaging in detailed and sometimes difficult conversations.
• Exhibit personal excellence, including punctuality, integrity, and accountability.

Required Qualifications, Capabilities, and Skills:

• Experience in UK banking or investments.
• Complaints handling experience within financial services.
• Strong communication skills.
• Passion for providing outstanding customer experiences.
• Creative problem-solving abilities, with adaptability and resilience.

Preferred Qualifications, Capabilities, and Skills:

• Experience working with FCA regulations and complaint resolution standards.
• Ability to manage multiple priorities and meet deadlines.
• Experience in a customer-focused, high-energy environment.
• Strong analytical and investigative skills.
• Ability to deliver solutions in a regulated environment.
• Experience with process improvement initiatives.
• Previous experience in a client-facing role.

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 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.

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.