Resolve customer and executive complaints, including high-risk, vulnerable, vexatious, and high-value customer cases. Manage communication with Financial Ombudsman Service investigators and internal teams, comply with regulated service-level agreements, support audits and press-office complaints, and provide case analysis for senior leaders and FCA reviews. The role also involves identifying trends, advocating process improvements, and working rotational morning, evening, and weekend shifts.
At Chase, part of the JPMorgan Chase family, we are revolutionizing the financial services market in the UK with our innovative mobile banking app. Our mission is to empower customers to manage their finances seamlessly from the palm of their hand. As we build this exciting new venture, we are seeking talented individuals to join our team and deliver outstanding customer service. Be part of a dynamic environment where your contributions will make a real impact.
As a Customer Service Specialist in our Banking Operations team, you will deliver exceptional service and support to our customers. You will work with us to resolve inquiries and complaints, ensuring a seamless experience from first contact to resolution. This role offers the opportunity to collaborate with internal departments and manage high-risk complaints, contributing to the success of our business.
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.
Additional Information
This role involves shift work, including mornings, evenings, and weekends on a rotational basis, with the option to work across 4 or 5 days per week. If you're ready to join the bank of the future and believe you're a great fit, apply today!
#ICBCareer #ChaseUKCustomerServices
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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