Digital Support Specialist
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- Familiarity with KYC/CIP and banking compliance requirements preferred.
- 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.
- Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.
- Annual Cash Bonus and Equity Options commensurate with the role level and experience.
- Fully Remote.
- 401(k) plan.
- Insurance - Health, Dental and Vision .
- Time Off
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