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Chase · 1 month ago

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

4915 Independence Pkwy, Tampa, FL, 33634, US

Full-time

Onsite

Mid, Senior Level

3+ years exp

Chase is a leading financial institution seeking a Client Service Delivery Associate I to enhance client experiences. The role involves leading a team of Technical Support Specialists, ensuring operational excellence, and delivering exceptional customer service to JPM Access users.

BankingFinancial Services

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

Qualification

Leadership in technical supportClient service experienceDigital literacyChange managementMS OfficeFluent in SpanishEnglishAnalytical skillsCommunication skillsProblem-solving skillsNegotiation skills

Required

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

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