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

Job Description
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.
Job 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.

Required qualifications, capabilities, and skills

• 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.

Preferred qualifications, capabilities, and skills

• 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.

Required or additional information

• Fully staffed: Monday-Friday, 8:00 AM - 9:00 PM Eastern Standard Time.
• A 9-hour schedule will be determined between 7 AM - 9 PM.
• Training hours: 8 AM - 5 PM or 9 AM - 6 PM.

About Us
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan's Global Banking business is one of the largest wholesale banking client franchises in the world. We serve clients, including corporations, governments, states, municipalities, healthcare organizations, education institutions, banks and investors.
Commercial Banking provides credit and financing, treasury and payment services, international banking and real estate services to clients-including corporations, municipalities, institutions, real estate investors and owners, and not-for-profit organizations.