DIGITAL CONCIERGE SPECIALIST - Spanish-speaking

Job Description

The Digital Concierge Specialist is 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 with their digital experience. As a junior team member, you will focus on learning core digital platforms, delivering high-quality client support, and escalating issues to experienced colleagues when necessary, as well as communicating with advisors, client 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.

Tasks

- Client support and digital adoption: Supporting new and existing clients by promoting J.P. Morgan digital solutions and assisting with digital adoption. - Assisting clients with day-to-day inquiries, including login and navigation support on 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 when necessary to ensure a timely resolution. - Collecting and sharing client feedback to improve digital offerings and satisfaction.

Administrative and operational support

- Managing shared mailboxes and triaging incoming inquiries; logging, prioritizing, and routing tickets to the appropriate queues. - Updating client contact lists and distribution groups for digital adoption activities. - Maintaining internal knowledge bases and client FAQs; creating quick-reference guides when features change. - Opening, tracking, and closing service tickets; ensuring accurate documentation of issues, actions, and solutions. - Assisting with document collection and light operational tasks (e.g., collecting standard forms for digital registrations) under supervision.

Requirements

- Advanced Spanish language skills required to assist Spanish-speaking clients; professional-level English skills required. - Strong interpersonal communication and presentation skills, suitable for 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 support roles. - Strong proficiency in MS PowerPoint and Excel for creating internal client materials.

Preferred qualifications

• Experience in online banking or customer service 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 are based on the team being supported and are typically Monday through Friday during regular business hours; flexibility may be required during peak times.