COS Solution Center - Access Support Manager - Bilingual Spanish and English Required

JPMorganChase • Tampa, FL

14d

About The Position

Join our dynamic team as a Client Service Delivery Associate I and become a vital part of our mission to elevate client experiences. As a Client Service Delivery Associate I within JPMorganChase, you will play a pivotal role in delivering exceptional customer service and operational support to our clients. Your role will involve addressing client inquiries, processing transactions, and troubleshooting issues, all while identifying opportunities to refer services based on client needs. You will leverage your broad knowledge of banking principles and practices to make informed decisions that impact our team and departmental goals. Your developing ability in strategic planning, conflict management, and digital literacy will be key in driving our service delivery forward. This role is an opportunity to apply your skills in a dynamic environment, contribute to team objectives, and enhance client relationships. The Global Client Access - Access Support Group delivers high-quality technical support via telephone, email and chat to JPM Access users. The Team Manager will lead and manage a team of Technical Support Specialists, ensuring operational excellence, effective issue resolution, and continuous improvement in client experience. The manager will oversee daily operations, drive team performance, and participate in strategic departmental initiatives.

Requirements

• Minimum 3 years of relevant work experience, including at least 2 years in a leadership or management role within a technical support or call center environment.
• Portuguese or Spanish required.
• Strong communication skills with emphasis on banking terminology.
• Ability to work in a fast-paced environment and adapt to change.
• Proficiency in MS Office and ability to manage multiple applications simultaneously.
• Fluent in Spanish or Portuguese and English languages (written, verbal, reading) communications.
• 3+ years of experience or equivalent expertise in a client service role within a financial institution.
• Excellent influencing, negotiation, and communication skills, with the ability to develop and maintain collaborative relationships.
• Experience in change management, with the ability to facilitate strategic communications and mitigate stakeholder impact.
• Proficiency in digital literacy, with a willingness to understand and implement new/emerging technologies that impact business operations.

Nice To Haves

• Experience in banking or financial services is an asset.
• Tri-lingual (English, Spanish, Portuguese) is an asset.
• Ability to analyze a process and recommend ways to improve quality, control, and efficiency.
• Drive continuous improvement initiatives for high-quality client experiences.
• Experience in client-facing roles working across multiple business areas and/or functions to deliver results.
• Analytical, problem-solving, critical thinking, and decision-making skills, with the ability to work independently and multi-task in a fast-paced environment.
• Bachelor's degree or equivalent professional qualification preferred.

Responsibilities

• Lead, coach, and develop a team of Technical Support Specialists, fostering a culture of high performance and client focus.
• Manage team schedules, attendance, and shift coverage to ensure optimal support coverage, and conduct regular team meetings, performance reviews, and provide ongoing feedback and support.
• Set clear goals and expectations for team members, aligned with department objectives.
• Oversee the delivery of telephone hotline, chat, and email support to JP Morgan Access users, and monitor and ensure accurate logging and management of calls/chats in the support tracking system.
• Ensure timely and effective resolution of customer issues, maintaining high standards of customer service, and escalate unresolved problems and potential risks to second-level support in accordance with policy and procedures.
• Oversee in-house training for Client Access staff on new developments, releases, and SME product usage, and facilitate familiarization testing of new products and platform releases prior to client rollout.
• Provide comprehensive client service by addressing inquiries, processing transactions, and troubleshooting issues, utilizing your proficiency in strategic planning and digital literacy.
• Protect both the client and the institution from potential financial and reputational damage.
• Contribute to the change management process, assisting in strategic communications and stakeholder impact mitigation to ensure smooth transitions during operational changes.
• Utilize your knowledge of market products to provide informed advice to clients, maintaining an understanding of current industry practices and regulations.
• Participate in the development and implementation of process automation initiatives, applying systems architecture and automation technologies to optimize service delivery.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees