Pension Customer Support Analyst

Customer Support Analyst

Are you passionate about delivering outstanding customer service and eager to grow your expertise in pension and investment products? Join our Personal Investing Pension team, where you'll play a key role in supporting clients and internal stakeholders, driving operational excellence, and contributing to process enhancements as we transition to a new administration platform.

Job summary As a Customer Support Analyst in the Personal Investing Pension team, you respond to client and stakeholder queries regarding pension transfers, drawdown, contributions, and other operational tasks. You build expertise in our ISA product, support process improvements, and collaborate with internal teams to resolve issues efficiently. Together, we create positive client experiences and drive continuous improvement across our operations.

Job responsibilities

• Respond accurately and promptly to client queries regarding pension drawdown, contributions, and transfers.
• Support internal stakeholders by addressing operational questions and providing timely information.
• Conduct client outreach to support crisis management and resolve issues effectively.
• Collaborate with internal teams to resolve operational challenges, often under pressure.
• Contribute to process improvements and support the transition to new pension administration platforms.
• Build expertise in ISA, LISA, and JISA products, handling transfers and house purchase queries using the Equisoft platform.

Required qualifications, capabilities and skills

• Experience with personal pension products.
• Familiarity with Salesforce or similar CRM systems.
• Excellent organizational skills to manage and prioritize workload.
• Customer service background with a focus on delivering high-quality support.
• Curiosity, initiative, and a drive to succeed.
• Ability to work in the office on a full-time basis.

Preferred qualifications, capabilities and skills

• Proficiency in Microsoft Office, especially Excel.
• Knowledge of ISAs and other investment products.
• Strong communication and stakeholder management skills.

About Us

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. 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.

About the Team

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. Operations teams develop and manage innovative, secure service solutions to meet clients' needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.