JPMorgan Advocacy Controls Execution - Complaints Management 

United States, Florida, Tampa 

556516053

As a Ops Risk/Control Analyst in Complaints Management you will be accountable for achieving key service metrics, meeting or exceeding productivity goals, ensuring business partner and client satisfaction, and managing and implementing ongoing improvement initiatives, while maintaining adherence to risk and control guidelines within the complex Complaints Management functions and processes, which will involve higher level decision making and empowerments. You will ensure all work is processed within assigned service levels and meets Legal/Compliance requirements.

Job responsibilities

• Execute on business initiatives by creating and maintaining open communication with employees, peers, leadership team and other lines of business to ensure high-risks cases are handled in accordance to regulatory requirements.
• Make informed business decisions using your independent judgement, skill set, experience, and subject matter expertise, in combination with documented policies and procedures, relationships with critical partners, expanded empowerments and increased authority levels, to enhance the performance of the department and business.
• Identify and own end-to-end process improvement opportunities, which may include recommending solutions, developing and maintaining training content, implementing changes, managing process/policy changes, and partnering with the change management leadership team as necessary.
• Manage high-risk regulatory interactions with urgency, ensuring oversight end to end until issues are resolved.

Required qualifications, skills and capabilities

• Minimum 3 years of experience in account management or relationship management.
• Have verbal and written communication skills
• Be Detail oriented
• Have Influencing skills
• Possess Prioritization skills
• Able to function independently and within a team structure
• Able to deliver results within tight deadlines
• Be proficient in Microsoft Office, Word, Excel,

Preferred qualifications, skills and capabilities

• Previous financial industry experience

Work schedule

• Work hours will vary within a fulltime, 40 hour per week schedule. You must be willing to work schedules during our operating hours of 8:00 am - 5:00 pm Monday -Friday.
• Hybrid schedule: In office days are Monday-Wednesday