Digital Support Specialist

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

📋 Description

• Deliver front-line assistance to both consumer and business banking clients for Launch customers.

• Manage inbound phone calls, secure messages, chats, and various digital communications.

• Offer swift, accurate, and professional customer service.

• Aim to resolve customer concerns during the first interaction whenever feasible.

• Execute account maintenance and servicing for both personal and business accounts.

• Appropriately escalate complex or high-risk issues as needed.

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

• Evaluate business account applications and related documentation in accordance with policy and regulatory standards.

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

• Oversee and make judgments on retail and business digital banking applications using structured onboarding processes.

• Process transactions accurately within set guidelines and service level agreements (SLAs).

• Utilize discretion and sound judgment to minimize operational and fraud risks.

• Detect and report system or client-impacting issues.

• Utilize various programs and systems to investigate, troubleshoot, and resolve inquiries.

• Record customer interactions clearly and accurately.

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

• Partake in coaching, feedback sessions, and continuous training.

• Look for opportunities to enhance processes and service delivery.

• Carry out other related tasks as assigned.

⛳️ Requirements

• Associate’s Degree or equivalent experience in a relevant field.

• Over 2 years of experience within a financial institution, call center, or customer service setting.

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

• Basic understanding of deposit accounts and essential business banking products.

• Excellent communication skills (both verbal and written).

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

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

• Ability to prioritize tasks and meet performance and SLA expectations.

• Willingness to work varied schedules, including evenings, weekends, and holidays as required.

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

• Stable high-speed internet connection with a minimum upload speed of 100 Mbps, maintained throughout employment.

• Legally authorized to work in the United States.

🏝️ Benefits

• Hourly wage: $23.00, with a premium for bilingual (English/Spanish) candidates.

• Eligibility for annual cash bonuses and equity, if applicable.

• Remote work environment.

• Health, dental, and vision insurance, including HSA/FSA/DCA options.

• 401(k) plan.

• Paid time-off and company holidays.

• Additional paid volunteer day.

• Supplemental insurance programs, including voluntary life, accident, critical illness, and pet insurance.

• Employee Assistance Programs (EAP).

• Wellness programs.

• Opportunities for growth and development.