Institutional Service Associate

Job Description
Join our Institutional Service team and make a direct impact by ensuring that client concerns and regulatory requests are addressed with professionalism and care. You will play a key role in maintaining our commitment to transparency, quality service, and regulatory compliance.

As an Institutional Service Associate within our Institutional Service team, you will be responsible for receiving, evaluating, and addressing complaints and requests, as well as monitoring regulatory submissions. You will engage with clients and internal teams, prepare reports for senior leadership and regulators, and contribute to the continuous improvement of our service quality. This role offers the opportunity to work in a dynamic environment where your proactive approach and communication skills will be highly valued.

Job Responsibilities

• Receive, evaluate, and address complaints and requests.
• Monitor and respond to requests submitted through the Central Bank system RDR and CVM.
• Answer and manage a dedicated recorded phone line during business hours (9:00 AM to 6:00 PM).
• Conduct surveys to assess the quality of service provided to the demands addressed by the ombudsman.
• Log requests and complaints classified as demands into the appropriate system.
• Engage with and escalate matters to the relevant Line of Business when required.
• Prepare reports on Ouvidoria (Brazilian Ombudsman function) activities every six months; submit them to the board and audit committee, and publish them on the firm's website.
• Perform SISBAJUD daily processing of blocks, unblocks, and judicial transfers.
• Perform CCS daily processing - registration of clients and legal representatives with the Central Bank.
• Prepare Audit Letter statement reports.
• Handle matters related to Bank Secrecy.

Required Qualifications, Capabilities, And Skills

• Bachelor's degree in Administration, Engineering, Economics, or Law.
• Febraban FBB200 Ouvidoria certification, or willingness to complete the certification course and exam upon hire.
• Fluent in English.
• Knowledge of MS Office package.
• Proactive and engaged approach.
• Strong communication skills.

Joining the company, you will be part of a diverse and inclusive team that supports each other and will empower you to do your best work.

Reminder: To apply for positions designated for people with disabilities (PWD / PCD) in Brazil, it is necessary to provide proof through a medical report during the selection process.
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
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.