AWM Digital Concierge

3 weeks ago

Mumbai, India JPMorgan Chase & Co. Full time

. Morgan Private Bank is a global wealth management leader that delivers the highest quality advice, service, capabilities and products to Ultra High Net Worth (UHNW) individuals and families around the world. We are looking for a Client Service Specialist to join International Private Bank Client Service Center of Excellence team. CSS are responsible in executing Money Transfer payment requests received from the Client and/or Internal Partners; any inquiry to payments, escalations and investigations as it relates to outgoing and inbound requests for all supported products; account maintenance and transaction requests.

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 specialists, various product partners and operations teams to deliver a seamless and integrated approach to the Private Banking client online experience. 
We are looking for a passionate, motivated, service-oriented individual, with strong interpersonal, verbal, and written communication skills, to join our new team based in India to cover ASIA and EMEA clients. You will be trained in our JPMorgan Private Banking Digital Products to ensure our clients receive an exceptional service. You will also be trained to manage and lead digital training. Strong online, systems, communication and presentation skills are essential.

Online Support/Team Responsibilities:
• Provide support as a local manager and work closely with the IPB Digital Concierge Managers in ASIA and EMEA
• Preparation of ad-hoc reports as required.
• Ensure that individual activities, as well as team activities are tracked in a timely manner. 
• 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. 
• Problem-Solving - Resolve client inquiries and problems through effective interaction with clients, advisors, product partners, operations, and other staff in a timely and professional manner.
• Identify opportunities to improve efficiencies and/or enhance the client experience.
• Manage projects related to Private Banking’s website constant enhancements, reviewing business requirements and technical specifications, and performing User Acceptance Tests.
• 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.

Online Training Responsibilities:


• 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. 
• Coordinate ongoing design and delivery of creative content to build knowledge of end users to successfully use solutions and applications.
• Assist Market Managers and Client Service Managers in developing and coaching of new and existing employees.
• Evaluate the effectiveness of training programs to ensure that appropriate outcomes/improvements have been attained.

Required qualifications, capabilities, and skills

• Support will be in English, and we are looking for candidates with high proficiency. Additional language proficiency is much preferred.
• Bachelor's degree required with minimum 2-5 years work experience in financial services. Online banking and/or client support experience would be a plus.
• Good experience of using Jira, Confluence, SharePoint Development or similar collaboration tools is an advantage. 
• Proficiency with MS Office Power Point and Excel. Experience with QlickSense, SharePoint is a plus.

Working Hours:-

Actual hours will depend on the ASIA and EMEA team that the role will be supporting, the hours will fall within Monday-Friday 6.30am-12am IST hours or 9.00am to 6pm Asia/EMEA business hours. (any 9 hours shift)

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