Job Description

Make a real difference for customers by turning challenging moments into lasting trust. As part of J.P. Morgan Personal Investing’s Complaints Team, you’ll own every case, ensuring fair outcomes and a seamless experience. You’ll use your skills to investigate, resolve, and communicate with care, helping clients feel valued and heard. Join a high-energy team where your work shapes how customers view our brand. Grow your career in an environment that values integrity, teamwork, and continuous improvement.

As a/an Complaints Specialist in J.P. Morgan Personal Investing, you take ownership of client complaints and deliver fair, empathetic resolutions. You partner with us to investigate cases thoroughly, comply with regulatory standards, and tailor creative solutions that meet customer needs. You help us build trust and loyalty by treating every client with respect and professionalism.

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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J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.