Digital Online Support Specialist

2 weeks ago

Mumbai, India JPMorgan Chase & Co. Full time

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.

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