At a Glance
- Tasks: Deliver top-notch client support via phone, email, and chat for complex queries.
- Company: Join J.P. Morgan, a global leader in financial services with a start-up vibe.
- Benefits: Diverse and inclusive workplace with opportunities for growth and development.
- Other info: Collaborate with diverse teams and tackle complex challenges in a dynamic setting.
- Why this job: Make a real impact by enhancing client experiences in digital wealth management.
- Qualifications: Experience in client service within regulated financial environments is essential.
The predicted salary is between 37800 - 46200 £ per year.
JPMorgan Personal Investing, Europe's leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support.
As a Client Service Subject Matter Expert in JPMorgan Personal Investing you own complex client journeys from handover to resolution and deliver a high-quality experience across phone, email, and chat. You help us improve outcomes by identifying root causes and recommending practical service enhancements.
Job 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 through proactive updates.
- Receive escalations, define a resolution plan, and drive it to completion.
- Investigate advanced client queries to identify root cause, required documentation, process steps, and stakeholders.
- Partner with internal teams (including Operations, Transfers, Product, Tax, Compliance/Risk, and Technology) to resolve issues efficiently.
- Liaise with external providers and third parties, where applicable, to obtain information and progress servicing actions.
- Maintain complete and accurate case notes and interaction records to support continuity and audit readiness.
- Identify vulnerability indicators, complaint triggers, and conduct concerns, and elevate appropriately.
- Monitor case progress to ensure client responses remain within agreed service levels.
- Share recurring issues, client pain points, and improvement recommendations with relevant teams.
Required qualifications, capabilities and skills
- Experience delivering client service in a regulated financial services environment (e.g. contact centre, client operations, or servicing).
- Demonstrated client communication skills across phone, email, and chat, including explaining complex matters clearly.
- Proven end-to-end case ownership with strong organisation, prioritisation, and follow-through.
- Strong structured, analytical problem-solving skills to diagnose issues and drive resolution across multiple dependencies.
- Strong collaboration skills across teams, with confidence to challenge and influence constructively when needed.
- High attention to detail and disciplined documentation using a case management or customer relationship tool.
- Strong control mindset, including following procedures, protecting sensitive data, and meeting service standards.
- Resilience and adaptability, remaining calm under pressure in a high-volume and/or high-complexity environment.
Preferred qualifications, capabilities, and skills
- Experience handling individual savings account and/or pension queries and common servicing journeys (for example: contributions, withdrawals, transfers, tax-year considerations, beneficiary or nomination updates, statements, and reporting).
- Experience managing escalations, complex investigations, and service recovery across multiple teams.
- Experience coordinating with external providers and third parties to progress servicing actions.
Client Service Subject Matter Expert employer: Fairygodboss
ADP is an exceptional employer that prioritises a hybrid work culture, allowing Business Security Analysts to balance their professional and personal lives effectively. With a strong commitment to employee growth, ADP offers extensive training and development opportunities, fostering a diverse and inclusive environment where every associate can thrive. Located in vibrant cities across the UK, employees benefit from a collaborative atmosphere that encourages innovation and positions security as a key differentiator in the market.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Subject Matter Expert
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Fairygodboss. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Client Service Subject Matter Expert
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Fairygodboss.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Fairygodboss's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Fairygodboss
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Fairygodboss.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Fairygodboss will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Fairygodboss employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
