Complaints Specialist - JPM Personal Investing

Job responsibilities

• Take ownership of complaints, treating customers with respect and responding with empathy.
• Investigate cases thoroughly to build a complete picture of each customer’s experience.
• Approach problems logically and exercise sound judgment to ensure appropriate outcomes and compliance.
• Tailor effective and creative solutions for customers quickly and efficiently.
• Prioritise work to ensure efficiency and adherence to FCA and internal service levels.
• Work independently and collaboratively within a team environment.
• Think critically and exercise independent judgment in complex situations.
• Demonstrate resilience and adaptability in a fast-paced environment.
• Maintain strong customer focus, including handling detailed and sometimes difficult conversations.
• Uphold personal excellence, including punctuality, integrity, and accountability.
• Contribute to a positive team culture that values diversity and continuous improvement.

Required qualifications, capabilities, and skills

• Experience in UK banking or investments.
• Experience handling complaints within financial services.
• Strong communication skills, both written and verbal.
• Passion for delivering outstanding customer experiences.
• Creative problem-solving skills with adaptability and resilience.
• Ability to work independently and as part of a team.
• High attention to detail and compliance awareness.
• Strong investigative and analytical skills.
• Commitment to integrity, punctuality, and accountability.
• Ability to manage challenging conversations with professionalism.
• Customer-first mindset with empathy and respect.

Preferred qualifications, capabilities, and skills

• Familiarity with FCA complaints regulations and standards.
• Experience tailoring solutions for complex customer issues.
• Exposure to complaint resolution in digital banking or wealth management.
• Ability to contribute to process improvements and feedback loops.
• Experience working in a high-energy, fast-paced environment.
• Training in conflict management or customer advocacy.

Track record of building trust and loyalty through complaint handling.

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