Virtual Banker II- Plano, TX- Bilingual English and Spanish Required

Location: Plano, TX, United States

Job Family: Client Management

About the Role

At JPMorgan Chase & Co., one of the world's leading financial services firms, the Virtual Banker II role in Plano, TX, is pivotal in delivering exceptional client experiences in a digital-first world. As the main point of contact for a select group of Chase clients and other customers, you will leverage bilingual skills in English and Spanish to provide seamless support through virtual channels. This position within the Client Management category focuses on building trust and loyalty by addressing inquiries, resolving issues, and offering tailored financial advice. Operating from our state-of-the-art facility in Plano, you will contribute to Chase's mission of empowering clients to achieve their financial goals while upholding the highest standards of security and compliance in the banking industry. Your day-to-day responsibilities will include managing client portfolios via phone, chat, email, and video, troubleshooting account-related concerns, and promoting relevant Chase products like digital wallets, mortgages, or wealth management services. You will analyze client needs to deliver personalized solutions, ensuring every interaction aligns with JPMorgan Chase's commitment to innovation and customer-centricity. Collaboration with cross-functional teams, such as fraud prevention and product specialists, will be essential to provide comprehensive support. Success in this role requires a blend of technical proficiency in banking systems and soft skills like empathy and persuasion, all while adhering to federal regulations like those from the FDIC and CFPB. JPMorgan Chase offers a dynamic environment where Virtual Bankers II can grow their careers through ongoing training, mentorship, and exposure to cutting-edge fintech tools. This bilingual position is ideal for professionals passionate about financial services who thrive in remote settings and are eager to make a tangible impact on clients' lives. Join a team that values diversity, inclusion, and excellence, and help shape the future of virtual banking at a global leader in finance.

Key Responsibilities

• Serve as the primary virtual contact for a dedicated portfolio of Chase clients, providing personalized support via phone, email, chat, and video
• Assist clients with account management, including deposits, transfers, payments, and troubleshooting digital banking issues
• Identify client needs and recommend appropriate Chase products and services, such as credit cards, loans, or investment options
• Resolve complex inquiries and escalate issues to specialized teams when necessary, ensuring timely follow-up
• Maintain accurate records of client interactions in CRM systems and comply with all regulatory standards
• Build and nurture long-term client relationships to enhance satisfaction and loyalty
• Monitor client accounts for potential fraud or unusual activity and take appropriate action
• Collaborate with internal teams to deliver seamless virtual banking experiences
• Participate in training sessions to stay updated on Chase's offerings and industry trends
• Contribute to team goals by achieving performance metrics related to client engagement and sales

Required Qualifications

• Bachelor's degree or equivalent work experience in finance, business, or related field
• Minimum of 2 years of experience in customer service, banking, or financial services
• Bilingual proficiency in English and Spanish required, with strong verbal and written communication skills in both languages
• Demonstrated ability to handle client inquiries via phone, chat, and digital platforms
• Knowledge of banking products, services, and regulatory requirements
• Ability to work in a fast-paced, virtual environment with flexible hours including evenings and weekends
• Must be authorized to work in the United States and able to pass background checks

Preferred Qualifications

• Experience in virtual or remote customer service roles within a financial institution
• Familiarity with Chase's digital banking platforms and tools
• Previous sales experience in financial products such as checking, savings, or credit cards
• Certification in financial services or customer relationship management
• Proven track record of meeting or exceeding client satisfaction metrics

Required Skills

• Excellent verbal and written communication in English and Spanish
• Strong customer service and relationship-building abilities
• Proficiency in virtual communication tools like Zoom, Microsoft Teams, and chat platforms
• Knowledge of financial products including checking/savings accounts, loans, and investments
• Analytical skills for problem-solving and account review
• Technical aptitude with CRM software and banking systems
• Time management and multitasking in a remote setting
• Attention to detail for regulatory compliance and accuracy
• Sales acumen to identify cross-selling opportunities
• Empathy and active listening for client interactions
• Adaptability to shifting priorities and client needs
• Basic data entry and record-keeping skills
• Familiarity with fraud detection and security protocols
• Team collaboration in a virtual environment
• Digital literacy including email, secure messaging, and online banking interfaces

Benefits

• Comprehensive medical, dental, and vision insurance plans
• 401(k) retirement savings plan with company matching contributions
• Generous paid time off, including vacation, sick days, and holidays
• Tuition reimbursement and professional development opportunities
• Employee stock purchase plan and financial wellness programs
• On-site fitness centers and wellness incentives at Chase facilities
• Parental leave and family support benefits
• Discounts on Chase financial products and services

JP Morgan Chase is an equal opportunity employer.