IPB Employee and Client Experience - Client Feedback Lead

The IPB Employee and Client Experience team (ECX) is charged with delivering a first-class experience for our IPB employees, clients and prospects, across all aspects of the relationship. In a proactive, coordinated and innovative approach, ECX partners across all aspects of the Global Private Bank, including but not limited to: front office advisors, client service, Digital and Data Transformation, Solutions, marketing, F&BM, technology, operations, ITO, and strategy.

This role will manage client feedback and complaints, while partnering with key stakeholders to identify and resolve areas of improvement, and measure and track progress with the goal of improving the client experience. Given the vast scope of the feedback, this opportunity will afford the employee to learn all aspects of the Private Banking business, from the advisor experience, solutions, service, etc. Additionally, this role affords the chance of managing both large scale and rapid projects aligned to IPB priorities end to end.

The successful candidate will be client and outcome-focused with a practical orientation to developing and maintaining an innovation mindset, and have a style that fosters teamwork and collaboration with all types of stakeholders and partners. Candidates should have excellent written and oral communication skills, strong interpersonal skills, great attention to detail, and outstanding analytical and research skills, as well as a passion for improving experiences. Timely execution is a critical component of the role.

Primary Duties:

• 
  Research and resolve client feedback, including review of complaint correspondence and documents, account records, and recorded client interactions and interviews of clients, registered representatives, or other Firm employees. This includes, but is not limited to:
  • Provide recommendations to business and supervisory management about feedback resolutions
  • Communicate resolutions to clients verbally or via written response
  • Assist Legal Department with pending arbitrations and/or litigations involving customer complaints
  • Ensure that potential regulatory filings are referred to Compliance for review
  • Identify operational or sales conduct-related concerns and refer matters for possible escalation
• Provide root cause analysis and coordinate with IPB partners of resolutions (e.g., Digital, Tech, Ops, etc.)
• Manage end to end internal feedback process, escalate and triage emerging themes on behalf of the IPB Leadership Team
• Assist with the development, maintenance and management of pain-point list by business and efforts to address them
• Develop internal and external communications and presentations to the team and other business partners

Qualifications:

• Bachelor’s Degree
• At least 5-10 years of securities industry experience
• Prior experience engaging with clients and senior stakeholder is preferred
• Complaint or feedback handling experience strongly preferred
• Advanced understanding of investment products and offerings

IPB2021

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.

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. In accordance with applicable law, we make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.