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 expJPMorganChase is one of the oldest financial institutions, offering innovative financial solutions to a diverse clientele. The Access Support Manager will lead a team of Technical Support Specialists, ensuring operational excellence and high-quality client service through effective issue resolution and team performance management.
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
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
Benefits
Comprehensive health care coverage
On-site health and wellness centers
A retirement savings plan
Backup childcare
Tuition reimbursement
Mental health support
Financial coaching
Company
Chase
Chase provides broad range of financial services. It is a sub-organization of JP Morgan Chase.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Mike McDonnell
Managing Director, Head of Chase Travel Platform Product
Nicole Sanchez
Managing Director, Consumer Bank, GM and Product Executive, Growth Financial Products
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