CONCIERGE SPECIALIST - Spanish-speaking - Geneva

Job description

The Digital Concierge Specialist serves as the primary point of contact for all online-related needs of private banking clients. This role is responsible for supporting high- and ultra-high-net-worth clients in their digital experience.

Tasks

As a junior team member, you will focus on learning core digital platforms, providing high-quality customer support, and escalating issues to experienced colleagues when necessary, as well as communicating with advisors, customer service specialists, product partners, and operations to ensure a seamless, integrated online experience for private banking clients. Comprehensive training on J.P. Morgan Private Banking digital products will be provided.

Job Responsibilities

• Supporting new and existing customers by promoting J.P. Morgan digital solutions and assisting with digital adoption.
• Assisting customers with day-to-day inquiries, including help with logging in and navigating web, mobile, and tablet platforms.
• Responding to operational, technical, and administrative inquiries related to private banking and digital products; escalating issues to experienced team members as needed to ensure a timely resolution.
• Collecting and sharing customer feedback to improve digital offerings and customer satisfaction.

Administrative and operational support

• Management of shared mailboxes and triage of incoming requests; logging, prioritizing, and routing tickets to the appropriate queues.
• Updating customer contact lists and distribution lists for digital adoption initiatives.
• Updating internal knowledge bases and customer-facing FAQs; creating quick reference guides when features are updated.
• Opening, tracking, and closing service tickets; ensuring that issues, actions, and solutions are accurately documented.
• Assistance with gathering documents and performing simple administrative tasks (e.g., collecting standard forms for digital registrations) under supervision.

Requirements

• Fluency in Spanish is required to assist Spanish-speaking customers; professional-level English is required.
• Strong interpersonal communication and presentation skills, well-suited for customer interactions and cross-functional teamwork.
• A bachelor's degree is preferred (or equivalent practical experience).
• 0–2 years of experience in financial services, customer support, or digital/customer success roles.
• Proficiency in MS PowerPoint and Excel for creating internal client materials.

Preferred qualifications

• Experience in online banking or customer support is a plus.
• Knowledge of other languages is highly desirable.
• Experience with ticketing systems and content management platforms is a plus.

Working hours

Working hours correspond to the supported team hours and are typically Monday through Friday during regular business hours; flexibility may be required during peak times.