Digital Banking Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for clients using digital banking services.

• Address Tier 1 inbound calls and emails regarding access to online banking, login help, digital application concerns, and general account questions.

• Offer Tier 1 technical support and fundamental troubleshooting for mobile and online banking platforms.

• Provide prompt, solution-focused customer service through both inbound and outbound communications.

• Recognize opportunities for cross-selling and make outbound calls to enhance deposit growth and generate non-interest income.

• Assist with overflow requests related to opening new consumer deposit accounts and setting up customer profiles.

• Support marketing initiatives and digital banking campaigns to promote adoption and enhance customer engagement.

• Ensure accurate documentation of customer interactions and calls in the CRM system.

• Verify submitted information during digital onboarding to ensure compliance with bank policies and guidelines.

• Monitor and meet metrics for First Call Resolution, Customer Satisfaction, and Cross-Sell Conversion Rates.

• Advocate for the Bank’s mission and values through community involvement and support for clean energy solutions.

• Complete required compliance and IT training while adhering to bank policies, procedures, and regulations.

• Investigate any suspicious activities and collaborate with appropriate departments to help mitigate fraud risks.

• Manage both inbound and outbound communications and contribute to a smooth digital onboarding experience.

⛳️ Requirements

• Relevant or extensive experience in a client-focused, high-volume environment, preferably in a remote setting.

• Demonstrated and consistent success in achieving business growth objectives and financial goals.

• Capability to take initiative, work autonomously under minimal supervision, resolve problems effectively, and exercise independent judgment.

• High degree of accuracy and meticulous attention to detail.

• Proficient in time management, maintaining focus under pressure, and adapting to evolving routines.

• Excellent communication, listening, relationship-building, influencing, and decision-making abilities.

• Strong understanding of financial products and services, relevant regulations and laws, or readiness to quickly pursue necessary education.

• Solid business acumen and knowledge of consultative sales techniques.

• Quick learner of new tools, with the ability to utilize technology to improve efficiencies.

• Dedication to environmental, social, economic, and racial justice.

• Must confirm non-smoking status or agree to cessation within 90 days of accepting the offer.

• Valid work authorization for the U.S.; visa sponsorship is not available.

• Ability to undergo cognitive and personality assessments, as well as credit, background, and reference checks.

🏝️ Benefits

• Possibility of annual bonus, incentives, and equity options.

• Employer covers 100% of employee health insurance; contributions available for dependents.

• Medical, dental, and vision coverage.

• Health Savings Account (HSA) available.

• Free telemedicine access through Teladoc.

• 401(k) plan with a 6% employer match and no vesting period.

• Options for employee stock ownership.

• Unique banking benefits exclusively for employees.

• 0% financing available for employee solar loans.

• Employee-only mortgage products with special interest rates and terms.

• 0% financing for qualifying electric vehicles (EVs).

• Referral bonuses offered.

• Vacation time ranging from 2 to 4 weeks depending on officer level, in addition to extra time based on tenure.

• 64 hours of paid sick leave for all full-time employees.

• Company-funded life insurance.

• Short-term and long-term disability insurance provided.

• Voluntary coverage for life, accidents, and critical illnesses available.

• Employee Assistance Program (EAP) offering free counseling, legal, and financial services.

• Occasional travel within the U.S. for company events.