JPMorgan FOS & Executive Complaints Specialist 

United Kingdom, Scotland 

659126261

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.