As a Client 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. 

Job Responsibilities:

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

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