Private Bank, Digital Concierge Specialist (Italian Speaking)

Client Support and Digital Adoption

• Act as a trusted point of contact for new and existing clients by promoting J.P. Morgan digital solutions and driving digital adoption across the client base
• Lead day-to-day client inquiries, including login, authentication, and navigation support across web, mobile, and tablet platforms.
• Independently resolve operational, technology, and administrative inquiries related to Private Banking and Digital Products; escalate only complex or systemic issues as appropriate.
• Deliver digital demos and tours for prospects and existing clients, including high-potential prospects, supporting first-time adoption and ongoing engagement.
• Provide escalated digital troubleshooting and support for existing clients with complex needs.
• Collect, synthesize, and share client feedback to inform enhancements to digital offerings and improve client satisfaction.

Administrative and Operational Support

• Own and manage shared mailboxes; triage, log, prioritize, and route tickets to appropriate queues, ensuring SLAs are met.
• Maintain internal knowledge bases and client-facing FAQs; author and update quick reference guides as features evolve.
• Open, track, and close service tickets with accurate documentation of issues, actions taken, and resolutions.
• Support document collection and operational tasks (e.g., gathering standard forms for digital enrolments, DocuSign and W8 Solicitation workflows).
• Contribute to team projects, process improvements, and onboarding of new joiners.

Required Qualifications, Capabilities, and Skills

• High proficiency in Italian required to support 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).
• 3–6 years of experience in financial services, client support, digital/customer success, or a related role.
• Demonstrated ability to manage client relationships, handle escalations, and work independently with minimal supervision.
• Strong proficiency in MS PowerPoint and Excel for preparing internal and client-facing materials.

Preferred Qualifications

• Experience in online banking, private banking, or wealth management client support.
• Additional language skills (e.g., Spanish, French, German) are highly desirable.
• Familiarity with ticketing systems, CRM tools, and content management platforms.
• Experience contributing to digital adoption campaigns, training delivery, or client onboarding programs.

Working Hours

Hours align with the team supported and typically fall Monday–Friday during standard business hours; flexibility may be required during peak periods.