J.P. Morgan Wealth Management - Escalation Lead

Job Description

The J.P. Morgan Wealth Management business is dedicated to helping investors achieve their long-term financial goals. It encompasses the Chase wealth management business, J.P. Morgan Advisors, and our Self-Directed online investing platform. The combined business manages approximately $650 billion in assets and includes 4,500 advisors across nearly 5,000 locations.

As an Escalation Lead within the J.P. Morgan Securities service team, you will play a crucial role in enhancing our client experience. Your responsibilities will include managing escalated issues in a team setting and providing resolutions to investment account holders and internal wealth management employees via phone. Acting as the second line of defense, you will address escalated concerns related to interactions or account matters. Your primary duty will be to assess if deviations from our standard operating procedures are justified and suitable, and if so, facilitate the process of obtaining exception approvals. Our current target operating hours are Monday-Friday 7 a.m. - 8 p.m. CST, and Saturdays 8 a.m. - 5 p.m. CST.

Job Responsibilities:

• Act as an expert for internal systems and processes.
• Determine and facilitate exceptions to our standard operating procedures.
• Efficiently complete research on 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.
• Take calls directly from internal and external clients.

Required Qualifications, Capabilities, and Skills:

• Must be a current or former employee of the Service Center or Segmented Services Group to be considered
• 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.

Preferred Qualifications, Capabilities, and Skills:

• At least five years of financial services or brokerage experience preferred.

About Us

Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

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.

Equal Opportunity Employer/Disability/Veterans

About the Team

Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We’re proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions – all while ranking first in customer satisfaction.