Location: EDINBURGH, MIDLOTHIAN, United Kingdom

As an Associate on the team, you will take ownership of core digital platforms, deliver high-quality client support, lead resolution of complex client issues, and mentor junior colleagues as appropriate. You will liaise with advisors, Relationship Partners, product partners, and operations to ensure a seamless, integrated online experience for Private Banking clients. You will also contribute to digital adoption initiatives, process improvements, and training content. Full training on J.P. Morgan Private Banking Digital Products will be provided.

Job Responsibilities

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).
• 36 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 MondayFriday during standard business hours; flexibility may be required during peak periods.

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.