2 days old

Service Center Hiring - Client Escalations

JPMorgan Chase & Co.
Plano, TX 75074
  • Job Code

Service Center Hiring - Client Escalations

Req #: 190069556
Location: Plano, TX, US
Job Category: Customer Service
Potential Referral Amount: US Dollar (USD)

Job Description:

JPMorgan Chase & Co. is a leading global financial services firm with assets of more than $2.7 trillion, over 240,000 employees and operations in over 60 countries. It operates across four business segments including Asset & Wealth Management, Corporate and Investment Banking, Commercial Banking and Consumer and Community Banking.


J.P. Morgan Asset & Wealth Management, is a global leader in investment and wealth management. Its clients include institutions, high-net-worth individuals and retail investors in every major market throughout the world. The division offers investment management across all major asset classes including equities, fixed income, alternatives, multi-asset and money market funds. For individual investors, the business also provides retirement products and services, brokerage and banking services including trusts and estates, loans, mortgages and deposits.


Wealth Management Client Operations mission: To create a fun, engaging, empowered & inclusive team environment where we care about each other & every client we serve.


The CWM Service Center team: Our professionals work in a team based, call center environment assisting clients and prospects with investment account service requests and inquiries over the telephone. We focus on delivering quality interactions through efficiency, serving a variety of unique types of accounts and client segments including You Invest, Chase Private Client, and the JPM Private Bank.


Operating hours: Wide variety of shifts available, including opportunities for shift differential. Our current target operating hours are Monday – Friday 8am – 9pm EST; and Saturdays 8:30am – 5pm. 

This role:
As an Escalation Professional you will be a key member of the J.P. Morgan Securities service team in our mission to create a great client experience.  Escalation Professionals work in a team environment to provide issue resolution to investment account holders and internal wealth  management employees over the telephone.  Escalation Professionals act as our second line of defense when clients or employees need to escalate concerns regarding an interaction or account related matter.  You will primarily be responsible for determining if exceptions to our standard operating procedures are warranted and appropriate and, if so, facilitate obtaining exceptions approval.  Escalations Professionals are experts for our internal systems and processes, while being highly aware of industry standards and regulations.  Completing research efficiently and owning issues from start to finish will be key to success in this role.  Leveraging relationships with various areas of CWM Operations to problem solve is also key to the role.  You may also participate in working groups for various projects or pilot programs to drive process improvement.  Escalation Professionals lead by example during peak seasons, resiliency events, and day to day increase in call volume by occasionally taking calls directly from internal and external clients.  This role is a key leadership role with new hires and supporting managers and trainers with onboarding new professionals into our environment. 
•At least five to ten years of financial services or brokerage experience preferred
•FINRA Series 7 and 66 (or equivalent) required, in addition to meeting FINRA continuing education requirements
•Strong compliance record prior to position(s) and ability to hold a registration in all 50 states
•Excellent telephone communication skills and articulation of speech, displaying a high level of professionalism
•Ability to adapt conversations to meet the needs of a diverse client base across all 50 states
•Past history of leveraging sound judgment to solve complex problems
•Strong business and investment acumen; knowledge of Investment Products, Individual Retirement Accounts (IRA’s) etc.
•Mastery of effective client profiling discussion techniques, active call listening skills, and the ability to make complex concepts simple
•Extremely organized and detail oriented, demonstrating working knowledge of Windows, Microsoft Office software (Word, Excel, PowerPoint, Outlook, etc.)
•Ability to create and foster strong partnerships with business partners, working independently as well as in a team environment
•Ability to manage multiple priorities in a fast paced environment; adaptive to change
•Ability to be flexible within our target operating hours
•Life and health insurance licenses preferred
•Bachelor’s degree preferred

Keyword: consumer%20banking


Posted: 2019-09-12 Expires: 2019-10-12

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Service Center Hiring - Client Escalations

JPMorgan Chase & Co.
Plano, TX 75074

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