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- Tasks: Deliver exceptional customer service and resolve inquiries and complaints.
- Company: Join Chase, part of the JPMorgan Chase family, revolutionising UK banking.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Other info: Collaborate with various departments and manage high-risk complaints.
- Why this job: Make a real impact in a fast-paced, innovative financial services team.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
At Chase, part of the JPMorgan Chase family, we are revolutionizing the financial services market in the UK with our innovative mobile banking app. Our mission is to empower customers to manage their finances seamlessly from the palm of their hand. As we build this exciting new venture, we are seeking talented individuals to join our team and deliver outstanding customer service. Be part of a dynamic environment where your contributions will make a real impact.
As a Customer Service Specialist in our Banking Operations team, you will deliver exceptional service and support to our customers. You will work with us to resolve inquiries and complaints, ensuring a seamless experience from first contact to resolution. This role offers the opportunity to collaborate with internal departments and manage high-risk complaints, contributing to the success of our business.
Job Responsibilities
- Manage stakeholder communication, including with FOS investigators and Ombudsman.
- Collaborate with internal departments like Fraud Investigations and Compliance for case returns.
- Own high-risk complaints, including CEO/MD level referrals.
- Handle inquiries from high-value customers and manage the Chase Exec mailbox.
- Support audit walkthroughs and manage press office complaints.
- Assist with vulnerable and vexatious customer complaints.
- Perform administrative tasks, including recording PI for audits.
- Adhere to regulated SLAs set by the FOS.
- Provide analysis and deep dives on cases for senior leadership and FCA reviews.
- Stay informed on industry standards and share trends with leaders.
Core Skills and Behaviors
- Collaborative and customer-focused with excellent communication skills.
- Passionate about delivering first-class service and solving complex queries.
- Empathetic and a problem solver with the ability to investigate and resolve complaints.
- Champion for process and product changes.
FOS & Exec Complaints Specialist | Edinburgh, UK employer: Jpmorgan Chase & Co.
Contact Detail:
Jpmorgan Chase & Co. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FOS & Exec Complaints Specialist | Edinburgh, UK
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as someone who genuinely cares about being part of their team.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to handling complaints and customer service scenarios. We want you to be ready to showcase your problem-solving skills and empathy!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our dynamic team at Chase.
We think you need these skills to ace FOS & Exec Complaints Specialist | Edinburgh, UK
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the FOS & Exec Complaints Specialist role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can contribute to our mission!
Showcase Your Communication Skills: Since this role involves managing stakeholder communication, it's crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively resolved complaints in the past.
Emphasise Problem-Solving Abilities: We’re looking for someone who can tackle complex queries with ease. In your application, share specific instances where you've successfully solved problems or managed high-risk complaints. This will show us you're the right fit for our dynamic environment.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to receive your details and keep track of your application. Plus, we love seeing candidates who take the initiative!
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Know the Company Inside Out
Before your interview, make sure you research Chase and its innovative mobile banking app. Understand their mission to empower customers and how they aim to revolutionise financial services in the UK. This knowledge will help you align your answers with their values and show that you're genuinely interested in being part of their team.
✨Prepare for Scenario-Based Questions
Given the nature of the role, expect questions about handling high-risk complaints and managing stakeholder communication. Think of specific examples from your past experiences where you've successfully resolved complex issues or collaborated with different departments. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Communication Skills
As a FOS & Exec Complaints Specialist, excellent communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. You might be asked to role-play a scenario, so practice explaining complex information in a simple way, as if you were talking to a customer.
✨Emphasise Your Problem-Solving Abilities
This role requires a strong focus on resolving complaints and delivering first-class service. Be ready to discuss how you approach problem-solving, especially in challenging situations. Highlight any experience you have with vulnerable customers or high-value inquiries, and share how you ensure a seamless experience from first contact to resolution.