Client Experienced Team - Client Care Associate

Job Description
The International Private Bank (IPB) Client Experience team (CX) is dedicated to delivering an exceptional experience for our clients and prospects. Through a proactive, coordinated, and inclusive approach, the CX team collaborates across various facets of the Private Bank, including Front Office Advisors, Client Service, Digital and Data Transformation, Operations, Privacy, Compliance, Legal, and Controls.
This role is crucial in managing and addressing client complaints, conducting root cause analyses, and sharing insights across the Private Bank to prevent future issues. The ideal candidate will possess strong critical thinking skills, be self-motivated, and have the ability to think creatively to not only respond to clients but also propose enhancements to existing systems and processes for an improved client and employee experience. With the diverse scope of complaint subject matter, this role offers the opportunity to learn from and collaborate with colleagues and Senior Leadership across multiple teams within the Private Banking business.
Candidates should exhibit excellent organizational skills, along with excellent written and verbal communication abilities. Strong interpersonal skills, meticulous attention to detail, superior analytical and research capabilities, and a genuine passion for driving business enhancements are essential for success in this role.
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.

About Us
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.
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.
About the Team
J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.