JPMorgan JP Morgan Wealth Management - Client Escalation Lead 

United States, Illinois, Chicago 

673331819

As a Client Escalation Lead within the J.P. Morgan Securities service team, you will play a pivotal role in enhancing our client experience. Your responsibilities will include managing escalated issues in a team setting, providing resolution to investment account holders and internal wealth management employees via phone. Acting as the second line of defense, you will address escalated concerns related to interactions or account matters. Your primary duty will be to assess if deviations from our standard operating procedures are justified and suitable, and if so, facilitate the process of obtaining approval for these exceptions.

Job Responsibilities:

• Act as an expert for internal systems and processes
• Determine and facilitate exceptions to our standard operating procedures
• Efficiently complete research own issues from start to finish
• Leverage relationships with various areas of Wealth Management Client Operations to problem solve
• Participate in working groups for various projects or pilot programs to drive process improvement
• Occasionally take calls directly from internal and external clients

Operating hours: Our current target operating hours are Monday – Friday 7 a.m. – 8 p.m. CST, and Saturdays 8 a.m. – 5 p.m. CST

Required qualifications, capabilities, and skills:

• FINRA Series 7 and 63 (or equivalent) required, in addition to meeting FINRA continuing education requirements
• Strong compliance record prior to position(s) and ability to hold a registration in all 50 states
• Excellent telephone communication skills and articulation of speech, displaying a high level of professionalism
• Ability to adapt conversations to meet the needs of a diverse client base across all 50 states

Preferred qualifications, capabilities and skills:

• At least five years of financial services or brokerage experience preferred