The Digital Concierge Specialist is the primary contact for all online‑related needs of Private Banking clients, supporting high‑ and ultra‑high‑net‑worth clients in their digital experience.
Job Responsibilities
Client Support and Digital Adoption
* Support new and existing clients by promoting J.P. Morgan digital solutions and assisting with digital adoption.
* Assist clients with day‑to‑day inquiries, including login and navigation support across web, mobile, and tablet platforms.
* Respond to operational, technology, and administrative inquiries related to Private Banking and Digital Products; escalate to senior team members as needed for timely resolution.
* Collect and share client feedback to help improve digital offerings and satisfaction.
Administrative and Operational Support
* Manage shared mailboxes and triage incoming requests; log, prioritize, and route tickets to appropriate queues.
* Maintain and update client contact lists, distribution groups, for digital adoption activities.
* Maintain internal knowledge bases and client‑facing FAQs; draft quick reference guides as features change.
* Open, track, and close service tickets; ensure accurate documentation of issues, actions taken, and resolutions.
* Support document collection and light operational tasks (e.g., gathering standard forms for digital enrolments) under supervisory guidance.
Required Qualifications, Capabilities, And Skills
* High proficiency in Spanish or Italian required to support Spanish/Italian speaking clients; professional English proficiency required.
* Strong interpersonal, communication, and presentation skills suited to client interactions and cross‑functional teamwork.
* Bachelor’s degree preferred (or equivalent practical experience).
* 0–2 years of experience in financial services, client support, or digital/customer success roles.
* Strong proficiency in MS PowerPoint and Excel for preparing internal client materials.
Preferred Qualifications
* Experience in online banking or client support is advantageous.
* Additional language skills are highly desirable.
* Familiarity with ticketing systems and content management platforms is a plus.
Working Hours
* Hours align with the team supported and typically fall Monday–Friday during standard business hours; flexibility may be required during peak periods.
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.
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