Client Service Subject Matter Expert in Edinburgh

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 J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management.

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 escalate 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.

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