FOS & Executive Complaints Specialist
FOS & Executive Complaints Specialist
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Job Description
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 highrisk 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 highrisk complaints including CEO/MD level referrals.
- Handle inquiries from highvalue 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 customerfocused with excellent communication skills.
- Passionate about delivering firstclass 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 selfdevelop.
Qualifications Experience & Attributes
- Previous experience in Financial Services particularly Banking.
- Experience in a fastpaced 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 youre ready to join the bank of the future and believe youre a great fit apply today!
Required Experience:
Unclear Seniority
Employment Type
Full-Time
