The Digital Concierge Specialist is the primary point of contact for all online related needs of our Private Banking clients, advisors, and client service specialists. He/she is 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.
The Digital Concierge Specialist works in a team-oriented environment with advisors, client service associates, various product partners and operations teams to deliver a seamless and integrated approach to the Private Banking client online experience.
The Digital Concierge Specialist is passionate, motivated, service-oriented individual, with strong interpersonal, verbal, and written communication skills. Strong online, systems, communication and presentation skills are essential.
Online Support/Team Responsibilities:
- Ability to fluently communicate (written and verbally) In Portuguese
- Lead and participate in client outreach to drive client adoption of digital tools.
- Assist clients having issues logging in or navigating on the website/mobile app/tablet on calls/Zoom. Resolve client inquiries and problems through effective interaction with clients, advisors, product partners, operations, and other staff in a timely and professional manner.
- Provide detailed demo of the system and benefits of using the digital tool set to both internal and external clients, sometimes in a forum in front of an audience.
- Handle internal stakeholders/client enquiries via email, zoom or any other Digital Concierge channel. Provide support as a Digital Concierge Specialist and work closely with the LatAm & GFG Management team.
- Handle operational, technology, administrative tickets related to our JPMorgan Private Banking and Digital Products
- Manage projects related to Private Banking’s website constant enhancements, reviewing business requirements and technical specifications, and performing User Acceptance Tests.