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

Location: Tampa, FL, United States

Job Family: Client Service Delivery

About the Role

At JP Morgan Chase, we are a leading global financial services firm committed to fostering innovation and delivering exceptional client experiences. The COS Solution Center - Access Support Manager role is pivotal in ensuring seamless access to our banking platforms for clients worldwide. Based in our Tampa, FL office, this position requires a detail-oriented, results-driven problem solver who thrives in a dynamic team environment. As a bilingual professional fluent in Spanish and English, you will lead efforts to resolve access-related challenges, enhancing client satisfaction and operational efficiency within our Client Service Delivery category. In this managerial role, you will oversee a team dedicated to providing 24/7 support for authentication, permissions, and system access issues across JP Morgan Chase's suite of financial products. Your responsibilities will include triaging complex incidents, collaborating with IT security and compliance teams to uphold regulatory standards like SOX and FINRA, and driving continuous improvements in support processes. Leveraging your expertise in financial services technology, you will analyze trends in access requests to preempt disruptions, ensuring our clients—ranging from individual investors to institutional partners—experience uninterrupted service in a highly secure environment. We value professionals who combine technical acumen with strong leadership and communication skills. This position offers the opportunity to contribute to JP Morgan Chase's mission of powering the progress of economies and communities. Join us in Tampa to advance your career while making a tangible impact on client trust and firm-wide performance. Competitive compensation, comprehensive benefits, and robust professional development await those who excel in this critical support function.

Key Responsibilities

• Manage and oversee the daily operations of the COS Solution Center's access support team, ensuring timely resolution of client access issues
• Provide bilingual support in Spanish and English for troubleshooting authentication, permissions, and system access problems for JP Morgan Chase clients
• Collaborate with cross-functional teams including IT security, compliance, and client relationship managers to implement access solutions
• Monitor and report on key performance indicators (KPIs) such as resolution time, customer satisfaction scores, and access request volumes
• Develop and maintain documentation for access procedures, training materials, and escalation protocols specific to financial services applications
• Identify process improvements and implement enhancements to reduce access-related disruptions in client service delivery
• Ensure adherence to JP Morgan Chase's security policies and regulatory standards during all support activities
• Handle escalated cases involving high-profile clients, providing root cause analysis and preventive measures
• Train and mentor team members on best practices for access support in a banking environment
• Participate in on-call rotations to support 24/7 access services for global JP Morgan Chase operations

Required Qualifications

• Bachelor's degree in Business, Finance, Information Technology, or a related field
• Minimum of 5 years of experience in client support, access management, or IT service delivery within the financial services industry
• Fluency in both Spanish and English, with proven ability to communicate effectively in both languages in a professional setting
• Strong understanding of access control systems, authentication protocols, and compliance requirements in banking environments
• Experience with incident management, problem resolution, and customer service metrics in a high-volume support center
• Ability to work in a fast-paced, 24/7 operational environment with flexible hours including nights and weekends
• Relevant certifications such as ITIL, CompTIA Security+, or similar in IT service management

Preferred Qualifications

• Advanced degree or MBA in Finance or Business Administration
• Prior experience at a major financial institution like JP Morgan Chase or similar
• Knowledge of JP Morgan's internal systems such as access management tools and client portals
• Experience leading a small team or mentoring junior support staff
• Familiarity with regulatory frameworks like SOX, GDPR, and FINRA in financial services

Required Skills

• Bilingual proficiency in Spanish and English (verbal and written)
• Expertise in access management tools like Active Directory, Okta, or similar
• Strong problem-solving and analytical skills for diagnosing technical issues
• Excellent customer service orientation with empathy and patience
• Knowledge of financial services regulations and data security protocols
• Proficiency in ticketing systems such as ServiceNow or Remedy
• Effective communication and interpersonal skills for team collaboration
• Project management abilities for process improvement initiatives
• Attention to detail in handling sensitive client information
• Technical aptitude in IT support, including basic networking and authentication
• Time management skills in a high-pressure, deadline-driven environment
• Leadership and mentoring capabilities for team development
• Adaptability to shifting priorities in a dynamic financial industry
• Data analysis skills using tools like Excel or Tableau for reporting
• Conflict resolution expertise for managing escalated client interactions

Benefits

• Competitive base salary and performance-based annual bonuses
• Comprehensive health, dental, and vision insurance plans
• 401(k) retirement savings plan with generous company matching contributions
• Paid time off including vacation, sick days, and parental leave
• Professional development opportunities through JP Morgan's internal training programs and tuition reimbursement
• Employee stock purchase plan and financial wellness resources
• On-site fitness centers, wellness programs, and mental health support
• Flexible work arrangements and hybrid options where applicable

JP Morgan Chase is an equal opportunity employer.