As a Digital Wealth Management, Middle Office Operations Principal Analyst you will be involved in a variety of tasks. These can include: principal functions such as reviewing outgoing electronic customer messaging, asset servicing responsibilities, as well as being involved in resolving escalated customer issues to help drive positive client and customer experience overall.
Internal Description
Our Business

As the Digital Wealth Management - Middle Office Operations Principal Analyst for Chase Wealth Management, your responsibilities may include, but are not limited to:

Principal Functions

• Perform reviews of outgoing electronic customer messaging (Secure Message Center) and related/attached information to ensure Department and Compliance requirements are followed; ensure quality & clarity in all client interactions

• Ensure Customer Complaints, received by the department, are appropriately reviewed & documented prior to submitting for organizational review

• Assist & decision reviews of incoming/outgoing customer correspondence

• Assist & decision exception items and resolution of complex issues

• Assist in department operational oversight & control testing

• Work closely with the Management & Control Teams in developing procedures and best practices in accordance with firm standards

Asset Servicing, assisting self directed on-line customers with service inquiries related to:

• Asset Transfer - Receive & Deliver (ACATs/Partial ACATs/Non-ACATs, Free Receives/Delivers, DRS, DWAC, Account to account transfers)

• Cash Movement (ACH, Fed wire, Check deposits, Check issuance)

• Retirement Plan Processing (Contributions, Distributions, Rollovers, Service inquiries)

• Trade Support (Corrections, Order inquires, trade exception resolution, margin, credit risk)

• Cost Basis updates/Tax related inquiries

• Dividend/Corporate Action inquiries

• Resolving forms/NIGO issues, interfacing with our various Clearing groups

Research & Resolution

• Own & resolve escalated customer issues assigned to the department, through research and resolution interfacing with our various departmental clearing company partners

• Interface with Chase Wealth Management customers to resolve client inquiries/issues via telephone and/or internal messaging applications

• Assist with departmental metrics development and distribution

• Assist with projects & initiatives to improve Digital Wealth Management support model, service offerings and client support

Client & Customer Experience

• Assist Clients with escalated issue resolution, event alert notifications and general service inquiries

• Serve as an informational resource for department peers, department managers and internal business partners as required

Risk & Controls

• Consistently follow departmental & compliance approved procedures, controls and protocols; with a focus on detail and accuracy

Department is open through the following hours; Monday-Friday 7 AM - 8 PM EST and Saturday 8 AM - 6 PM EST. Please note that the working hours for this role may fall into any of the above department operating hours as needed.

Qualifications:

• Bachelor's degree or equivalent in Business Administration, Finance, Economics, Accounting or a related field

• FINRA Series 7 and Series 24 required

• 3-5 years of experience in financial services, preferably in investment related roles with a focus on customer service and support preferred

• Advanced knowledge of brokerage industry practices and regulatory requirements

• Self starter with a high sense of urgency and professionalism, with a demonstrated ability to handle multiple concurrent issues within strict timeframes

• Strong communication and people skills with the ability to work in a team environment

• Strong analytical skills with a close attention to detail, demonstrating a focus on continuous process improvement

• Ability to present a professional image and demeanor to internal/external customers and team members

• Ability to communicate effectively, both orally and in writing, with internal and external customers

• Strong organizational skills

• Accelerated skills in Microsoft Office, particularly advanced Excel proficiency preferred

Prior experience with line of business brokerage applications a plusJPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.

Equal Opportunity Employer/Disability/Veterans