Digital Support Specialist

Who you are

• Associate’s Degree or equivalent experience in a related field
• 2+ years of experience in a financial institution, call center, or customer service role
• Experience supporting consumer and/or small business banking customers preferred
• Working knowledge of deposit accounts and basic business banking products
• Strong communication skills (verbal and written)
• Ability to multitask effectively in a multi-system environment
• Strong attention to detail and problem-solving skills
• Ability to prioritize and meet performance and SLA expectations
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required
• Familiarity with KYC/CIP and banking compliance requirements preferred
• As a condition of employment, this role requires the candidate to maintain a stable, high-speed internet connection. Minimum upload speeds of 100 Mbps are required and must be sustained throughout employment

What the job involves

• The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients
• This role operates in a high-volume, fast-paced Contact Center environment and is responsible for delivering exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels
• In addition to supporting retail banking customers, this role assists small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries
• The Digital Support Specialist is responsible for reviewing and processing customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements
• This position requires strong decision-making skills, attention to detail, and a commitment to providing one-touch resolution whenever possible
• Schedule flexibility is required to meet the needs of a 7-day-a-week Contact Center
• Contact Center & Customer Support:
• Perform efficiently in a high-volume, production-driven Digital Call Center environment
• Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers
• Provide prompt, accurate, and professional service to ensure a seamless customer experience
• Resolve customer issues on first contact whenever possible
• Perform account maintenance and servicing requests for both personal and business accounts
• Escalate complex or high-risk issues appropriately
• Business Banking Support:
• Assist small business and commercial customers with:
• Online and mobile banking access
• User access and password resets
• Basic ACH and wire inquiries
• Account balances and transaction research
• General business deposit account servicing
• Support business account onboarding by reviewing submitted applications and documentation in accordance with policy and regulatory requirements
• Ensure compliance with applicable KYC, CIP, and BSA/AML guidelines when reviewing business customer information
• Risk, Compliance & Accuracy:
• Monitor retail and business digital bank applications and decision based on structured onboarding procedures
• Complete transactions accurately and within established guidelines and SLAs
• Exercise discretion and sound judgment while mitigating operational and fraud risk
• Identify and report system or client-impacting issues proactively
• Technical & Operational Support:
• Utilize multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries
• Document interactions clearly and accurately
• Participate in testing and validation of banking environments and system enhancements as assigned
• Professional Development:
• Participate in coaching and feedback sessions
• Engage in ongoing training to strengthen product knowledge, systems knowledge, and customer service skills
• Proactively seek opportunities to improve processes and service delivery
• Perform all other related duties as required or assigned

Benefits

• Employer Subsidized Medical and Dental Insurance
• Healthcare and Dependant Care Flexible Spending Accounts
• Nymbus Awards and Recognition
• Retirement Plan Services / 401(k)
• Parental and Disability Leaves
• Time Off and Company Holidays
• Flexibility of being Fully Remote
• Collaborative Environment