Client Service Subject Matter Expert

JPMorgan Personal Investing, Europe’s leading Digital Wealth Manager with over £10 billion Assets Under Management and 300,000+ global investors, operates with the agility of a start-up within a leading financial institution. We're on a mission to ethically disrupt the UK financial services market, empowering our customers to maximize their money through our innovative mobile banking app and dedicated customer support. As a J.P. Morgan company, we complement Chase’s digital bank in the UK, focusing on customer-centric offerings in investments and digital wealth management. As a Client Service Subject Matter Expert in JPMorgan Personal Investing you own complex client journeys from handover to resolution and deliver a high-quality experience across phone, email, and chat. You help us improve outcomes by identifying root causes and recommending practical service enhancements.

Provide high-quality client support via phone, email, and chat for complex queries. Own assigned client journeys from handover through closure, reducing repeat contact through proactive updates. Receive escalations, define a resolution plan, and drive it to completion. Investigate advanced client queries to identify root cause, required documentation, process steps, and stakeholders. Partner with internal teams (including Operations, Transfers, Product, Tax, Compliance/Risk, and Technology) to resolve issues efficiently. Liaise with external providers and third parties, where applicable, to obtain information and progress servicing actions. Maintain complete and accurate case notes and interaction records to support continuity and audit readiness. Identify vulnerability indicators, complaint triggers, and conduct concerns, and escalate appropriately. Monitor case progress to ensure client responses remain within agreed service levels. Share recurring issues, client pain points, and improvement recommendations with relevant teams. Required qualifications, capabilities and skills Experience delivering client service in a regulated financial services environment (e.g. contact centre, client operations, or servicing). Demonstrated client communication skills across phone, email, and chat, including explaining complex matters clearly. Proven end-to-end case ownership with strong organisation, prioritisation, and follow-through. Strong structured, analytical problem-solving skills to diagnose issues and drive resolution across multiple dependencies. Strong collaboration skills across teams, with confidence to challenge and influence constructively when needed. High attention to detail and disciplined documentation using a case management or customer relationship tool. Strong control mindset, including following procedures, protecting sensitive data, and meeting service standards. Resilience and adaptability, remaining calm under pressure in a high-volume and/or high-complexity environment. Preferred qualifications, capabilities, and skills Experience handling individual savings account and/or pension queries and common servicing journeys (for example: contributions, withdrawals, transfers, tax-year considerations, beneficiary or nomination updates, statements, and reporting). Experience managing escalations, complex investigations, and service recovery across multiple teams. Experience coordinating with external providers and third parties to progress servicing actions. #ICBCareer #ChaseUKCustomerServices