Vulnerable Customer Consultant / Specialist

JPMorgan Chase & Co.

Vulnerable Customer Consultant / Specialist

Salary Not Specified

JPMorgan Chase & Co., Edinburgh

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 21 Jun | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: e4e5eb8663694ce3ab5b5ec655beb97e

Full Job Description

As a Vulnerable Customer Consultant/Specialist within Nutmeg, you will serve as the primary advocate, striving to position Nutmeg as an industry leader. You will be dedicated to supporting all our customers who may encounter vulnerabilities at various stages of their lives.,

  • be the key point of escalation for complex vulnerable customer cases, working collaboratively to provide an inclusive and supportive customer experience and outcome. Owning the post case analysis and feedback.

  • be responsible for the management and review of Vulnerable Customer data at Nutmeg, providing feedback, reporting on trends and patterns, and bringing to live our customers stories. Preparing regular reports highlighting key insights and recommendations for changes and improvements.

  • work towards continuous improvement and ownership Vulnerable Customer processes for Nutmeg, to not only support our clients but our colleagues. Working in collaboration with the wider vulnerable customer network at Chase and JP Morgan.

  • develop and support the build of our long-term training solutions to equip staff at Nutmeg with the necessary skills and tools to effectively support and communicate with our Vulnerable Customers. Being a spokesperson for Vulnerable Customers at Nutmeg.

  • make significant contributions towards changing and improving how we support vulnerable customers by collaborating with internal stakeholders to develop and change policies and procedure. Ensuring we are prioritizing the needs of vulnerable customers while ensuring compliance with relevant regulations and working to be an industry leader. You will contribute to the design, development and implementation of services and initiatives to ensure these standards are applied and vulnerable customers get good outcomes.

  • develop your knowledge, understanding of vulnerability to support the business., Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we're setting our businesses, clients, customers and employees up for success.

    UK banking/investments experience

  • Exceptional understanding of the FCA's vulnerable customer guidance

  • Strong communicator

  • Passionate about providing brilliant customer experiences and experiences of complex case management.

  • Empathetic and creative problem solver, who is adaptable and resilient.


  • Preferred qualifications, capabilities, and skills

  • Data analysis and interpretation experience/skills


  • This position may require you to work non-traditional hours and/or additional hours as business needs arise. Work schedule might be subject to change.

    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.