J.P. Morgan Wealth Management - Escalations Client Data Analyst

JPMorgan Chase - Plano, TX

Full-time - Mid Level

Plano, TX

Credit Intermediation and Related Activities

About the position

Welcome to the Escalations team! Our mission is to create a fun, engaging, empowered and inclusive team environment where we care about each other and every client we serve. We support our employees with career development and professional networking opportunities, continuing higher education and the opportunity to obtain professional designations. Our professionals work in a team-based, call center environment supporting 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 JPMorgan Private Bank. As a Client Data Analyst, you will be a key member of the J.P. Morgan Securities service team in our mission to create a great client experience. You will handle escalation work in a team environment to provide issue resolution to investment account holders and internal wealth management employees over the telephone. You will 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. Your role will involve acting as an expert for internal systems and processes, determining and facilitating exceptions to our standard operating procedures, efficiently completing research, and owning issues from start to finish. You will leverage relationships with various areas of Wealth Management Client Operations to problem solve and participate in working groups for various projects or pilot programs to drive process improvement. Occasionally, you will take calls directly from internal and external clients, ensuring a seamless experience for all parties involved.

Responsibilities

• Handle escalation work in a team environment to provide issue resolution to investment account holders and internal wealth management employees over the telephone.
• Act as a second line of defense for clients or employees needing to escalate concerns regarding interactions or account-related matters.
• Determine if exceptions to standard operating procedures are warranted and facilitate obtaining exceptions approval.
• Act as an expert for internal systems and processes.
• Efficiently complete research and own issues from start to finish.
• Leverage relationships with various areas of Wealth Management Client Operations to problem solve.
• Participate in working groups for various projects or pilot programs to drive process improvement.
• Occasionally take calls directly from internal and external clients.

Requirements

• FINRA Series 7 and 63 (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 (IRAs), 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 target operating hours.

Nice-to-haves

• At least five to ten years of financial services or brokerage experience preferred.
• Life and health insurance licenses preferred.
• Bachelor's degree preferred.

Benefits

• Comprehensive health care coverage
• On-site health and wellness centers
• Retirement savings plan
• Backup childcare
• Tuition reimbursement
• Mental health support
• Financial coaching
• Discretionary incentive compensation based on individual achievements and contributions.