The Customer Experience and Communications organization seeks to simplify and strengthen customer experiences and build customer trust by communicating effectively, listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve.
The Complaint Management and Oversight (CMO) group sits within this organization and is tasked with ensuring the management, oversight and understanding of complaints that we receive across the Chase Consumer and Community Bank (CCB).
This role is responsible for the oversight and management of voice and text complaint processes across CCB. Regular activities include daily process validation and monitoring, engagement and coordination with technology and business partners, and overall program management. Additionally, this role will coordinate technology and reporting activities, perform business analysis, and execute reporting for complaints management and control.
Lead all related analytic, reporting and technology efforts; manage project lists
Analyze and monitor complaint processes, data quality, taxonomy effectiveness and detection accuracy; quantify and escalate identified issues
Develop recommendations and business cases to improve systemic detection complaint programs
Produce adhoc analysis and reporting; summarize findings and insights across all management levels
Monitor and analyze control findings and trends
Conduct regular process walk-through meetings and drive follow ups
Create and maintain related procedures, process flows and documentation
Serve as a complaint program and data subject matter expert
Design and develop dashboards, scorecards, controls and reporting
Maintain knowledge and awareness of issues, trends and changes impacting the business at Chase
Successful candidates must be able to manage projects, define requirements, write documentation, perform analysis, create reports and communicate insights as demonstrated in prior roles.
Bachelor’s Degree in a technical field preferred and 5+ years of analytics experience
Proficient at conducting background research, developing baselines, analyzing existing processes, and identifying and quantifying process opportunities
Demonstrated ability to provide objective business analysis and reporting of business data to non-technical audiences
Advanced knowledge and proficiency with analytic tools and data analysis methodologies
Ability to identify and summarize process breaks/gaps and inadequate controls
Preferred candidates will be proficient with, and currently using, SAS or R, SQL. VBA proficiency a plus.
Must be proficient with Excel, PowerPoint, MS Word, SharePoint, and Visio.
Background using text and voice data mining tools preferred
Good presentation, communication and delivery skills
Strong attention to detail and time management skills required
Prior business requirements, procedures and documentation experience preferred
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Please note that J.P. Morgan will not accept unsolicited approaches or speculative CVs, nor will J.P. Morgan be responsible for any related fees, from Third Party Firms who are not preferred suppliers.
The firm invites all interested and qualified candidates to apply for employment opportunities.
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JPMorgan Chase is an equal opportunity and affirmative action employer Disability/Veteran.