Service Center Investigations - Senior Associate

Key Responsibilities

• Owes investigation case intake, triage, and execution, including gathering evidence, analyzing call activity and system notes, documenting findings, and driving cases to resolution with clear audit trails.
• Performs root cause analysis to identify recurring failure points across process, training, knowledge, tooling, or adherence, and translates findings into corrective actions that reduce repeat issues and operational risk.
• Ensures investigations are conducted in alignment with firm policies, regulatory expectations, and data privacy requirements, including appropriate handling of sensitive information and escalation of potential control concerns.
• Prepares written investigation summaries and management-ready recommendations, providing clear trend insights and actionable remediation paths.
• Contributes to continuous improvement by updating knowledge documents and investigation playbooks in partnership with CRM/EPM stakeholders when needed or requested, ensuring frontline teams have accurate, current guidance.
• Serves as a point of contact for complex or high-priority escalations, coordinating across teams to ensure timely resolution and appropriate communications.
• Supports training and development by helping design and deliver targeted training on investigation procedures, customer experience drivers, and compliance expectations.

Required Qualifications

• Bachelor's degree or equivalent practical experience in business, communications, or a related field.
• 3+ years of experience in a call center or service center environment, including 1+ year in an investigations, quality, complaint, escalation, or supervisory capacity.
• Strong analytical and problem-solving capability, including the ability to identify patterns, isolate root causes, and recommend durable corrective actions.
• Strong written and verbal communication skills, with the ability to produce clear documentation and effectively communicate with frontline staff and management.
• Strong attention to detail, organization, and follow-through, including the ability to maintain complete and accurate investigation records.
• Demonstrated leadership capability, including coaching, influencing, and partnering effectively across teams.
• Working knowledge of compliance, data privacy, and regulatory expectations relevant to call center operations, and the discipline to apply them consistently in day-to-day execution.

About Us

JPMorganChase, 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 offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

About The Team

J.P. Morgan Asset & Wealth Management delivers industry-leading investment management and private banking solutions. Asset Management provides individuals, advisors and institutions with strategies and expertise that span the full spectrum of asset classes through our global network of investment professionals. Wealth Management helps individuals, families and foundations take a more intentional approach to their wealth or finances to better define, focus and realize their goals.