Digital Support Specialist

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

📋 Description

• Offer front-line assistance to both consumer and business banking clients through incoming phone calls, secure messages, chats, and various digital platforms.

• Provide swift, precise, and professional service in a fast-paced contact center environment.

• Aim to resolve customer inquiries on the first interaction whenever feasible.

• Handle account maintenance and service requests for personal and business accounts.

• Appropriately escalate complex or high-risk issues.

• Support small business and commercial clients with online/mobile banking access, user management, password resets, ACH and wire inquiries, account research, and deposit account servicing.

• Review and verify business account onboarding applications and documentation in accordance with policy and regulatory standards.

• Ensure adherence to KYC, CIP, and BSA/AML regulations.

• Monitor digital banking applications and make decisions using established onboarding procedures.

• Accurately complete transactions within defined guidelines and service level agreements (SLAs).

• Reduce operational and fraud risk, reporting any system or client-related issues.

• Investigate, troubleshoot, and resolve inquiries utilizing various programs and systems.

• Document customer interactions clearly and precisely.

• Engage in testing and validation of banking environments and system improvements.

• Participate in coaching, providing feedback, and ongoing training initiatives.

• Identify opportunities for enhancing processes and service delivery.

⛳️ Requirements

• Associate’s Degree or equivalent experience in a related discipline.

• A minimum of 2 years’ experience in a financial institution, call center, or customer service position.

• Preferred experience in supporting consumer and/or small business banking clients.

• Working knowledge of deposit accounts and fundamental business banking products.

• Familiarity with KYC/CIP and banking compliance regulations is preferred.

• Excellent verbal and written communication skills.

• Ability to effectively multitask in a multi-system environment.

• Strong attention to detail and adept problem-solving skills.

• Capacity to prioritize tasks and meet performance and SLA requirements.

• Willingness to work flexible schedules, including evenings, weekends, and holidays as necessary.

• Reliable, high-speed internet connection with sustained upload speeds of at least 100 Mbps.

• Bilingual ability in English and Spanish qualifies for a pay premium.

🏝️ Benefits

• Hourly compensation: $23.00, with an additional premium for bilingual (English/Spanish) candidates.

• Annual cash bonus.

• Equity options based on role level and experience.

• Fully remote work opportunity.

• 401(k) retirement plan.

• Comprehensive insurance coverage - health, dental, and vision.

• Paid time off.