Digital Support Specialist

Accountabilities Customer Support and Contact Center Operations: Handle inbound calls, secure messages, chats, and other customer inquiries from retail and business banking clients, delivering professional, accurate, and timely assistance while prioritizing first-contact resolution.

Account Servicing and Troubleshooting: Assist customers with account maintenance, online and mobile banking access, password resets, transaction research, account balances, and general deposit account inquiries.

Business Banking Support: Support small business and commercial customers with digital banking access, user permissions, basic ACH and wire inquiries, and general business deposit account servicing.

Application Review and Onboarding: Review retail and business account applications and supporting documentation, applying established onboarding procedures and ensuring compliance with applicable Know Your Customer (KYC), Customer Identification Program (CIP), and Bank Secrecy Act/Anti-Money Laundering (BSA/AML) requirements.

Risk Management and Compliance: Process requests and transactions accurately within established policies and service-level agreements (SLAs), exercise sound judgment, identify potential fraud or operational risks, and escalate complex or high-risk cases appropriately.

Technical and Operational Support: Use multiple systems and software applications to investigate customer issues, troubleshoot technical problems, document interactions, and help identify system issues that may affect customers or banking operations.

Quality Assurance and Continuous Improvement: Participate in testing and validation of banking systems and enhancements, attend coaching and training sessions, strengthen product knowledge, and recommend improvements to customer service and operational processes.

Performance and Schedule Management: Meet productivity, accuracy, and service-level expectations while maintaining flexibility to support a contact center operating seven days a week.

Requirements

Education and Experience: Associate degree or equivalent relevant professional experience, with at least two years of experience in a financial institution, contact center, or customer service environment.

Banking Knowledge: Familiarity with deposit accounts and basic business banking products is required. Experience supporting consumer, small business, or commercial banking customers is preferred.

Compliance Awareness: Knowledge of banking compliance procedures, particularly KYC, CIP, and BSA/AML requirements, is an advantage.

Communication Skills: Excellent verbal and written communication skills, with the ability to explain banking processes clearly, interact professionally with customers, and document issues accurately.

Technical Proficiency: Ability to navigate multiple software applications and systems simultaneously, investigate customer inquiries, and adapt quickly to new digital banking tools and workflows.

Analytical and Organizational Skills: Strong attention to detail, sound judgment, problem-solving abilities, and the capacity to manage competing priorities while meeting accuracy and service-level targets.

Customer-Centric Mindset: A proactive, service-oriented approach, with the ability to remain composed in a high-volume environment, resolve issues efficiently, and recognize when escalation is necessary.

Remote Work Readiness: Ability to work independently, communicate proactively, manage priorities, and participate actively in virtual meetings and team collaboration.

Internet Connectivity: A reliable, high-speed internet connection with a minimum sustained upload speed of 100 Mbps is required throughout employment.

Schedule Flexibility: Willingness to work varied schedules, including evenings, weekends, and holidays, according to business needs.

Work Authorization: Must be legally authorized to work in the United States. Candidate location eligibility may be assessed individually.

Benefits

Hourly Compensation: $23.00 per hour, with a pay premium available for bilingual English/Spanish candidates.

Additional Compensation: Eligibility for an annual cash bonus and equity awards, where applicable.

Remote Work: Fully remote work environment designed to support flexibility and independent working.

Healthcare Coverage: Medical, dental, and vision insurance, with Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA) options.

Retirement Savings: 401(k) retirement plan.

Paid Time Off: Paid time off and company holidays.

Volunteer Opportunities: An additional paid volunteer day.

Supplemental Insurance: Optional life, accident, critical illness, and pet insurance programs.

Employee Well-Being: Employee Assistance Program (EAP) and wellness initiatives.

Professional Development: Learning, career growth, and development programs designed to support long-term professional progression.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1