As a Advisor Escalation Lead 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.
- Act as an expert for internal systems and processes
- Determine and facilitate exceptions to our standard operating procedures
- Efficiently complete research 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
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Operating hours: Our current target operating hours are Monday - Friday 7 a.m. - 8 p.m. CST, and Saturdays 8 a.m. - 5 p.m. CST
Required qualifications, capabilities, and skills
- At least five to ten years of financial services or brokerage experience preferred
- 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
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 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.
We are here to help you manage your money with checking, savings and credit cards, combining the latest banking technology with comprehensive solutions to meet the financial needs of nearly half of U.S. households.