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Complaints Specialist - JPM Personal Investing

J.P. Morgan
Edinburgh, GBR
Full-time
Mid
Onsite
Discovered 6 days ago
Free

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Job responsibilities

  • Take ownership of complaints, treating customers with respect and responding with empathy.
  • Investigate cases thoroughly to build a complete picture of each customer’s experience.
  • Approach problems logically and exercise sound judgment to ensure appropriate outcomes and compliance.
  • Tailor effective and creative solutions for customers quickly and efficiently.
  • Prioritise work to ensure efficiency and adherence to FCA and internal service levels.
  • Work independently and collaboratively within a team environment.
  • Think critically and exercise independent judgment in complex situations.
  • Demonstrate resilience and adaptability in a fast-paced environment.
  • Maintain strong customer focus, including handling detailed and sometimes difficult conversations.
  • Uphold personal excellence, including punctuality, integrity, and accountability.
  • Contribute to a positive team culture that values diversity and continuous improvement.

Required qualifications, capabilities, and skills

  • Experience in UK banking or investments.
  • Experience handling complaints within financial services.
  • Strong communication skills, both written and verbal.
  • Passion for delivering outstanding customer experiences.
  • Creative problem-solving skills with adaptability and resilience.
  • Ability to work independently and as part of a team.
  • High attention to detail and compliance awareness.
  • Strong investigative and analytical skills.
  • Commitment to integrity, punctuality, and accountability.
  • Ability to manage challenging conversations with professionalism.
  • Customer-first mindset with empathy and respect.
  • Preferred qualifications, capabilities, and skills
  • Familiarity with FCA complaints regulations and standards.
  • Experience tailoring solutions for complex customer issues.
  • Exposure to complaint resolution in digital banking or wealth management.
  • Ability to contribute to process improvements and feedback loops.
  • Experience working in a high-energy, fast-paced environment.
  • Training in conflict management or customer advocacy.
  • Track record of building trust and loyalty through complaint handling.
  • #ICBCareer #ChaseUKCustomerServices

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