At a Glance
- Tasks: Manage customer inquiries and high-risk complaints, ensuring exceptional service.
- Company: Join JPMorgan Chase, a global leader in financial services, revolutionising UK banking.
- Benefits: Enjoy flexible shift options and a dynamic work environment with growth opportunities.
- Other info: Shift work includes mornings, evenings, and weekends on a rotational basis.
- Why this job: Make a real impact in a collaborative team while developing your skills in finance.
- Qualifications: Previous experience in banking or financial services is preferred; strong communication skills are essential.
The predicted salary is between 36000 - 60000 € per year.
FOS & Executive Complaints Specialist
Job Description
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.
- Critical thinker with a focus on root cause analysis and change advocacy.
- Eager to learn and self-develop.
Qualifications, Experience & Attributes
- Previous experience in Financial Services, particularly Banking.
- Experience in a fast-paced, dynamic environment.
- Proven ability to build relationships and provide exceptional service.
- Team player with a collaborative mindset.
Additional Information
This role involves shift work, including mornings, evenings, and weekends on a rotational basis, with the option to work across 4 or 5 days per week. If you\'re ready to join the bank of the future and believe you\'re a great fit, apply today!
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.
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#J-18808-LjbffrFOS & Executive Complaints Specialist | Edinburgh, UK employer: Jpmorgan Chase & Co.
At JPMorgan Chase & Co. in Edinburgh, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our commitment to employee growth is evident through continuous learning opportunities and the chance to make a meaningful impact in the financial services sector. Join us to be part of a dynamic team where your contributions are valued and rewarded, all while enjoying the vibrant atmosphere of Edinburgh.
StudySmarter Expert Advice🤫
We think this is how you could land FOS & Executive Complaints Specialist | Edinburgh, UK
✨Tip Number 1
Familiarise yourself with the financial services industry, particularly in banking. Understanding the current trends and challenges can help you engage in meaningful conversations during interviews.
✨Tip Number 2
Highlight your experience in managing high-risk complaints or complex customer issues. Be prepared to share specific examples that demonstrate your problem-solving skills and ability to handle sensitive situations.
✨Tip Number 3
Showcase your collaborative mindset by discussing past experiences where you worked effectively with different teams. This role requires strong communication skills, so emphasise your ability to build relationships across departments.
✨Tip Number 4
Prepare to discuss your approach to customer service and how you ensure a first-class experience. Think about how you can demonstrate empathy and a customer-focused attitude, as these are key traits for this position.
We think you need these skills to ace FOS & Executive Complaints Specialist | Edinburgh, UK
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in financial services and customer service. Emphasise skills such as communication, problem-solving, and collaboration, which are crucial for the FOS & Executive Complaints Specialist role.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for delivering exceptional customer service. Mention specific examples of how you've resolved complex complaints or improved processes in previous roles to demonstrate your suitability for the position.
Highlight Relevant Skills:In your application, focus on skills mentioned in the job description, such as critical thinking, empathy, and the ability to manage high-risk complaints. Use concrete examples to illustrate how you've applied these skills in past experiences.
Proofread Your Application:Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail, which is essential for a role that involves managing stakeholder communication and complaints.
How to prepare for a job interview at Jpmorgan Chase & Co.
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a FOS & Executive Complaints Specialist. Familiarise yourself with managing high-risk complaints and stakeholder communication, as these are key aspects of the role.
✨Showcase Your Customer Service Skills
Prepare examples that demonstrate your ability to deliver exceptional customer service. Highlight experiences where you've resolved complex queries or handled difficult situations, as this will resonate well with the interviewers.
✨Emphasise Collaboration
Since the role involves working closely with various internal departments, be ready to discuss your collaborative experiences. Share instances where teamwork led to successful outcomes, especially in a fast-paced environment.
✨Demonstrate Problem-Solving Abilities
Be prepared to discuss how you approach problem-solving, particularly in relation to complaints. Use the STAR method (Situation, Task, Action, Result) to structure your answers and illustrate your critical thinking skills.
