As an Estates Concierge Specialist in our organization, you will deliver a “One Chase” experience for clients and families navigating a deceased life event by serving as a central point of coordination across products and lines of business, while also identifying opportunities to connect clients to investment and advice solutions through referrals to the appropriate advisor/banker/channel.
You will be the case manager for the journey from deceased notification through account closure, including coordinating documentation requirements and processing steps, while ensuring actions align with applicable policies, regulations, and federal/state/local law requirements.
Job Responsibilities:
- Provide personalized concierge support as a central coordinator for WM/JPMPC/CPC and legal partners and service groups, maintaining a clear, client-centered communication path and aligning actions across products and lines of business to deliver a “One Chase” experience. Communication methods include inbound or outbound phones, zoom meeting invites, email, and various systems.
- Receive and work cases routed from Centralized Deceased Notification (CDN) into Customer Fulfillment Workflow (CFW), completing required communications and processing steps based on client service needs.
- Review customer profile and transaction activity to validate ownership, account types (sole vs. joint), beneficiary designations, balances at date of death, deposit activity and applicable payout considerations.
- Coordinate and communicate document requirements for decedent account closure, including state-based requirements with banker, advisor, customer.
- Engage and coordinate with bankers/advisors to determine asset retention strategy and ensure funds are directed to the right channel (e.g., new account opening, advisor connection), documenting instructions and communication details in the case.
- Upload and maintain documents in the appropriate repositories (e.g., EIV for Retail and BEM for WM) and ensure case records are thoroughly documented in workflow tools.
- Place and/or coordinate applicable holds to secure funds and support ACH Reclamations, including holds related to full balance holds and federal benefit payment holds as applicable.
- Process account closures end-to-end, partnering with internal lines of business to coordinate timing of payouts and ensure final communications occur consistently and at the same time across products.
- Manage workflows and queues within required service levels, monitor processes that may require additional controls, and support procedure updates, communications, and training as needed.
Required Qualifications, Capabilities, and Skills:
- Minimum of 3 years’ experience related to banking operations/call center/customer service; knowledge of WM, CPC, and Estate Services operations processing.
- Strong client service orientation and ability to deliver an exceptional client experience while coordinating across multiple internal partners and products
- Strong organizational skills with ability to manage multiple priorities in a fast-paced environment while maintaining strict attention to detail and accurate documentation.
- Strong analytical skills to review transaction activity and case details, evaluate documentation, and disposition cases in accordance with policy and regulatory requirements.
- Exceptional interpersonal and communication skills with the ability to empathize, build rapport, credibility, and effectively coordinate with bankers/advisors and internal teams.
- Systems proficiency across operational and case management tools used in deceased processing and related workflows (e.g., Customer Assist, Service Desktop, CDN/CFW, EIV/BEM, MS Office Apps).
- Familiarity with Decedent Account Closures and ACH Reclamations processing impacts to customers/firm outcomes.
- Experience engaging with investment/wealth management partners to help connect clients to appropriate investment product or advisory solutions.
Additional information:
- Must be able to work onsite Monday through Friday from 8am – 4pm during training ; following training, transition to a hybrid environment (three days in office, two days remote) 7am-3:30PM. Office hours require flexibility to meet the needs of our clients.