WEALTH MANAGEMENT, IPB — DIGITAL CONCIERGE SPECIALIST — Spanish or Italian Speaking - Edinburgh

The Digital Concierge Specialist is the primary contact for all online-related needs of Private Banking Clients. This role is responsible for supporting high and ultra-high net worth clients with their digital experience.

As a junior team member, you will focus on learning core digital platforms, delivering high-quality client support, and escalating issues to senior colleagues when appropriate, as well as liaise with advisors, Client Service Specialists, product partners, and operations to ensure a seamless, integrated online experience for Private Banking clients Full training on J.P. Morgan Private Banking Digital Products will be provided.

Job Responsibilities Client Support and Digital Adoption

• Support new and existing clients by promoting J.P. Morgan digital solutions and assisting with digital adoption.
• Assist clients with day-to-day inquiries, including login and navigation support across web, mobile, and tablet platforms.
• Respond to operational, technology, and administrative inquiries related to Private Banking and Digital Products; escalate to senior team members as needed for timely resolution.
• Collect and share client feedback to help improve digital offerings and satisfaction.

Administrative and Operational Support

• Manage shared mailboxes and triage incoming requests; log, prioritize, and route tickets to appropriate queues.
• Maintain and update client contact lists, distribution groups, for digital adoption activities.
• Maintain internal knowledge bases and client-facing FAQs; draft quick reference guides as features change.
• Open, track, and close service tickets; ensure accurate documentation of issues, actions taken, and resolutions.
• Support document collection and light operational tasks (e.g., gathering standard forms for digital enrolments) under supervisory guidance.

Required Qualifications, Capabilities, and Skills

• High proficiency in Spanish or Italian required to support Spanish/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).
• 0–2 years of experience in financial services, client support, or digital/customer success roles.
• Strong proficiency in MS PowerPoint and Excel for preparing internal client materials.

Preferred Qualifications

• Experience in online banking or client support is advantageous.
• Additional language skills are highly desirable.
• Familiarity with ticketing systems, and content management platforms is a plus.

Working Hours

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