What are the responsibilities and job description for the WEALTH MANAGEMENT, IPB — DIGITAL CONCIERGE SPECIALIST — Spanish or Italian Speaking - Edinburgh position at JPMorgan Chase?
The Digital Concierge Specialist is the primary 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 senior colleagues when appropriate, as well as liaise with advisors, Client Service Specialists, product partners, and operations to ensure a seamless, integrated online experience for Private Banking clients Full training on J.P. Morgan Private Banking Digital Products will be provided.
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