A senior manager from another department calls and asks you to reset their access to a confidential client reporting system because they forgot their password. They say it's urgent and they don't have time to go through the standard verification process. What do you do?

Situation

I received an urgent call from a senior manager in Wealth Management who claimed they needed immediate access to a client reporting system to meet a regulatory deadline. They requested a password reset bypassing our standard multi-factor verification.

Task

I had to protect the firm's data security protocols and adhere to JPMorgan's code of conduct, even when pressured by a senior stakeholder who outranked me.

Action

I politely but firmly explained that I could not perform the reset without completing the standard verification steps as mandated by our information security policy. I offered to fast-track the process by verifying them through an alternative approved channel: a conference call with their direct supervisor. I also provided them with the self-service password reset portal link as a backup. I documented the call and my actions in the ticketing system for audit trail purposes.

Result

The manager accepted the conference call verification, and their access was restored within 10 minutes while still following protocol. The regulatory deadline was met. My action was later cited in a compliance spot-check as a model of proper procedure adherence.