Client Experience- Product Control Analyst

Maintain analytics for management insights, collaborate with cross-functional teams, conduct ad hoc analytics, prioritize and influence stakeholders, execute project tasks, participate in monthly CARE testing, address complex complaints, follow up on resolutions, and support new process changes.

As a product control analyst, you will support CB's Complaint process by logging complaints in the CARE tool, managing daily operations, sending reports to stakeholders, and performing regular quality checks.

Job Responsibilities

• Maintain periodic analytics to provide management with insights into emerging trends and the quality of originated complaints.
• Partner with cross-functional teams, including Business, Technology, and Operations.
• Conduct ad hoc analytics and contribute to various projects representing Complaints Management.
• Prioritize and influence stakeholders on the business roadmap.
• Execute project tasks timely, provide stakeholder updates, and resolve or escalate issues.
• Participate in monthly CARE testing, the web-based complaint capture system used across other businesses.
• Identify regulatory, vendor, or complex client complaints and ensure relevant actions are taken.
• Follow up with the business and update resolution details on CARE regularly.
• Support new process changes and adhere to new timelines and guidelines as they are implemented

Required qualifications, skills and capabilities

• Demonstrate strong risk and control awareness, with the ability to prioritize workloads effectively and meet critical deadlines.
• Communicate confidently and influence both internal and external clients.
• Think strategically and implement process improvements.
• Collaborate with senior leadership locally and globally to achieve departmental objectives.
• Assist with ad-hoc projects as needed

JPMorgan 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. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.