Client Services Quality Assurance Analyst

Client Services Quality Assurance Analyst - JP Morgan - London - 4 months contract - Hybrid - PAYE

We are seeking a number of candidates from the financial services industry to join a new Client Services Quality Assurance team at Nutmeg, part of the JP Morgan Chase & Co group in London on an initial 4 months contract. If you have any Client Services experience from with the financial services industry, please don't hesitate to apply.

Who we are:

Nutmeg is Europe’s leading Digital Wealth Manager, but we don’t want to stop there! We’re continuing to build our platform to help us achieve our mission of being the most trusted Digital Wealth Manager in the world.

Job in a nutshell:

This role is a Client Services Quality Assurance and monitoring role. This role will ensure that the Customer facing business meets its quality KPI’s and operates within our business risk and performance policies and procedures. This candidate will be responsible for monitoring and reporting on the output of customer facing agents, wealth consultants and senior wealth managers.

The KPIs produced by the consultants will, along with other KPIs, impact the performance measures, career progressions and salary/bonuses of other agents.

Responsibilities:

• The candidate will have experience within the financial services industry.
• The main focus of this role is the continuous monitoring of all client interactions and cases, reporting on the results ensuring a proactive, transparent and impactful monitoring of quality, risk and escalation of issues.
• Take part in regular calibration exercises to ensure consistancy of quality monitoring and reporting.
• Maintain excellent knowledge of all internal processess and products and relevant regulatory developments related to Investments and risk management and governance.
• Provide manager with a continuing, non-bias viewpoint on the quality of our Client service interactions
• Offer productive feedback to agents on their performance in line with quality guidelines and assist team leaders and coaches in providing data for continuous professional development for agents
• Assist with the development and creation of ongoing quality reporting.

Key skills:

• Excellent Client Services skills
• Strong analytical skills with ability to accurately identify key issues.
• Excellent writing and communication skills.
• Results focused, with a strong sense of accountability.
• The ability to operate with urgency and prioritise work accordingly; deliver within approved timelines and budgets.
• Strong problem solving skills, the ability to demonstrate sound judgement.
• Excellent Microsoft Office skills

Desirable Skills:

• An understanding of FCA and regulatory requirements surrounding Investments
• Knowledge of Investments and risk principles, products and management.
• Professionally qualified (IMC, IOC, CFA etc)
• Investment Sales, Wealth Management, Relationship Management background

*Please note that this role will be working on a hybrid model of 4 days minimum office based and 1 day wfh. When working from home you'll require your own PC/Laptop as these aren't provided.*

Job Types: Full-time, Temporary contract

Salary: £150.00-£250.00 per day

Schedule:

• Monday to Friday
• No weekends

Experience:

• Client Services: 2 years (required)
• Financial services: 1 year (required)

Work authorisation:

• United Kingdom (required)

Ability to Commute:

• London (required)

Work Location: Hybrid remote in London