JPMorgan Client Experience Team - Care Associate 

United Kingdom, England, London 

733467230

Job Responsibilities:

• Complaint Handling: Efficiently manage and resolve complaints from clients, related parties, and prospects of the IPB, ensuring compliance with regulatory requirements and deadlines. Draft formal response letters incorporating financial and legal terminology as needed.
• Root Cause Analysis: Conduct comprehensive complaint investigations to identify the underlying causes of complaints. Develop and propose strategies to prevent recurrence, enhancing client satisfaction and optimizing business processes related to JPM products, procedures, or personnel.
• Knowledge Sharing: Present findings and recommendations to senior leadership and market teams, establishing yourself as a subject matter expert. Facilitate knowledge transfer to promote understanding and implementation of best practices.
• Collaboration: Partner with client-facing teams to address and resolve complaints, including in challenging or sensitive situations, fostering a collaborative environment.
• Process Improvement: Continuously assess the current complaint handling process and reporting mechanisms. Suggest improvements to increase efficiency, better serve complainants, and further streamline the complaint handling process.
• Regulatory Compliance: Ensure all complaint handling activities strictly adhere to regulatory standards and are meticulously documented.

Required Qualifications, Capabilities and Skills:

• Program management mindset and strong analytical/ critical thinking skills.
• Excellent communication and presentation skills, with the ability to articulate complex information clearly and concisely.
• Ability to work independently and as part of a team in a fast-paced environment.
• Previous experience in Private Banking, including familiarity with investment products, and financial and legal terminology.
• Self-driven and proactive approach to work.
• Ability to manage multiple tasks and meet deadlines.
• Strong interpersonal skills and the ability to build relationships with internal and external stakeholders. Prior experience engaging with clients and senior stakeholders is preferred.
• Demonstrated proficiency writing in English, with a strong command of financial terminology.
• Proficiency writing in French, German, or Italian preferred.
• Complaint or feedback handling experience strongly preferred.