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Sr Specialist III - Regulatory Complaints Support Team Analyst

Expired Job

Jpmorgan Chase & Co. Columbus , OH 43216

Posted 2 months ago

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Sr Specialist III - Regulatory Complaints Support Team Analyst

Req #: 180098105

Location: Columbus, OH,US

Job Category: Operations

Job Description:

  • Description

Team Overview

The CCB Executive Office resolves customer issues escalated to the CEO and other members of senior management as well as issues escalated externally to regulators, such as the Office of the Comptroller of the Currency or Consumer Financial Protection Bureau. In response to an Audit EMR, the Executive Office has established a new CCB Regulatory Complaints Support team which will be responsible for ensuring approximately 7,000 (and growing) Customer Direct complaints are properly dispositioned according to the CCB Complaints Policy and Standards. The Analyst performs the day-to-day work that ensures the attainment of the team's risk management objectives.

Key Responsibilities

  • Identify and manage regulatory risk by interpreting text mining results produced by the CCB Analytics team and then validating and assigning regulatory themes to CCB-wide escalated complaints to prevent further escalation to regulators, congressional offices, the media, external legal counsel, or JPMC senior executives

  • Initiate Executive Office case investigation as needed by consistently documenting information per Executive Office processes and procedures

  • Communicate directly with cross line of business partners about high-profile complaints

  • Continually build and maintain knowledge about the company's constantly changing products and services

Handles other duties and projects as assigned by management

  • Qualifications

  • Bachelor's Degree

  • Minimum of 3-5 years customer service experience, with a proven customer focus

  • Proven ability to interpret complex regulatory situations and escalate appropriately

  • Demonstrated knowledge and experience with applying policies and procedures in relevant situations; particularly in the interpretation of Compliance regulations

  • Excellent time management skills, with the ability to self-manage and prioritize workload to meet team Service Level Agreements

  • Excellent written and verbal communication skills

  • Strong problem solving skills

  • Detail oriented

  • In depth knowledge of Chase products and services

  • Flexible and able to adapt to changing environment and goals

Working knowledge of MS Office Applications

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Sr Specialist III - Regulatory Complaints Support Team Analyst

Expired Job

Jpmorgan Chase & Co.