Digital Online Support Specialist - Team Lead

You are a strategic thinker passionate about driving solutions. You have found the right team.

As a Digital Online Support Specialist Team Lead in Client Services, you will be the point of contact for all online related needs of our Private Banking clients, advisors, and client service specialists. You will be responsible for assisting high/ultra-high net worth clients with all aspects of the online experience and for the development and delivery of digital training to advisors and client service specialists. You will work in a team-oriented environment with advisors, client service specialists, various product partners and operations teams to deliver a seamless and integrated approach to the Private Banking client online experience. 

Job Responsibilities:

• Track daily activities in a timely manner.
• Prepare ad-hoc reports as required.
• Handle operational, technology, administrative tickets related to our JPMorgan Private Banking and Digital Products
• Improve digital offering by sharing valuable client behavior insights and actionable feedback.
• Assist clients having issues logging in or navigating on the website/mobile app/tablet on calls/Zoom.
• Handle internal stakeholders/client enquiries via email, zoom or any other Digital Concierge channel. 
• Resolve client inquiries and problems through effective interaction with clients, advisors, product partners, operations, and other staff in a timely and professional manner.
• Design Training Portal/Training Materials. Create online assessments and surveys on training topics.
• Deliver Digital Training Agenda in close consultation with digital partners, marketing, technology, advisors, client service specialists and other internal stakeholders.
• Facilitate Digital new hire onboarding, skill enhancement and initiative-specific training programs for advisors and client service specialists. 

Required qualifications, capabilities and skills 

• Bachelor's degree required. 
• At least 1 year of work experience in current job and process.
• Support will be in English, and we are looking for candidates with high proficiency. 
• Proficiency with MS Office Power Point and Excel. 

Preferred qualifications, capabilities and skills 

• Online banking and/or client support experience would be a plus.
• Additional language proficiency is much preferred.
• Experience with QlickSense, SharePoint is a plus.
• Good experience of using Jira, Confluence, SharePoint Development or similar collaboration tools is an advantage.

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

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.