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!
#ICBCareer #ChaseUKCustomerServices
About UsJ.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.
Skills Required
- Previous experience in Financial Services, particularly Banking
- Ability to manage stakeholder communication, including with FOS investigators and Ombudsman
- Experience handling high-risk complaints including CEO/MD level referrals and vulnerable or vexatious customer complaints
- Excellent communication skills and proven ability to provide exceptional customer service
- Experience working in a fast-paced, dynamic environment and as part of a collaborative team
- Knowledge of regulated SLAs (FOS) and ability to support FCA reviews and audit walkthroughs
- Ability to perform administrative tasks, including recording personal information for audits and producing case analysis
- Willingness to work rotational shifts including mornings, evenings and weekends
JPMorganChase Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about JPMorganChase and has not been reviewed or approved by JPMorganChase.
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Healthcare Strength — Medical, dental, vision, and mental-health coverage are broad, with wellness incentives, on-site or virtual care, and an EAP offering coaching and counseling. Plan materials emphasize accessible options, including multiple medical choices and tools to manage costs.
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Parental & Family Support — Paid parental leave extends up to 16 weeks for all parents, supplemented by paid Critical Caregiver Leave. Family resources include backup childcare via Bright Horizons, lactation support and milk-shipping, family-building assistance, and even a free five-month SNOO rental for newborns.
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Retirement Support — Retirement programs include a 401(k) with an annual company match and automatic pay credits for most employees, with a legacy pension available to earlier hires. An Employee Stock Purchase Plan at a 5% discount further supports long-term savings.
JPMorganChase Insights
What We Do
JPMorgan Chase & Co. (NYSE: JPM) is a leading global financial services firm with assets of $3.7 trillion and operations worldwide. The firm is a leader in investment banking, financial services for consumers and small businesses, commercial banking, financial transaction processing, and asset management. A component of the Dow Jones Industrial Average, JPMorgan Chase & Co. serves millions of consumers in the United States and many of the world’s most prominent corporate, institutional and government clients under its J.P. Morgan and Chase brands. Technology fuels every aspect of our company and is at the heart of everything we do. With over 50,000 technologists globally and an annual tech spend of $12 billion, we are dedicated to improving the design, analytics, development, coding, testing and application programming that goes into creating high quality software and new products. Learn more about technology at our firm, explore resources from our Distinguished Engineers, AI & ML researchers, and other experts; access the latest episode of our TechTrends podcast, and more at www.jpmorgan.com/technology. Information about JPMorgan Chase & Co. is available at www.jpmorganchase.com. ©2023 JPMorgan Chase & Co. All rights reserved. JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans.
Why Work With Us
Our technologists work on a diverse range of solutions that include strategic technology initiatives, big data, mobile, electronic payments, machine learning, cybersecurity, enterprise cloud development, and other state-of-the-art technologies.
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