Digital Support Specialist

<h3>Accountabilities</h3><li>
<strong>Customer Support and Contact Center Operations:</strong>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.</li><li>
<strong>Account Servicing and Troubleshooting:</strong>Assist customers with account maintenance, online and mobile banking access, password resets, transaction research, account balances, and general deposit account inquiries.</li><li>
<strong>Business Banking Support:</strong>Support small business and commercial customers with digital banking access, user permissions, basic ACH and wire inquiries, and general business deposit account servicing.</li><li>
<strong>Application Review and Onboarding:</strong>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.</li><li>
<strong>Risk Management and Compliance:</strong>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.</li><li>
<strong>Technical and Operational Support:</strong>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.</li><li>
<strong>Quality Assurance and Continuous Improvement:</strong>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.</li><li>
<strong>Performance and Schedule Management:</strong>Meet productivity, accuracy, and service-level expectations while maintaining flexibility to support a contact center operating seven days a week.</li><h2>Requirements</h2><li>
<strong>Education and Experience:</strong>Associate degree or equivalent relevant professional experience, with at least two years of experience in a financial institution, contact center, or customer service environment.</li><li>
<strong>Banking Knowledge:</strong>Familiarity with deposit accounts and basic business banking products is required. Experience supporting consumer, small business, or commercial banking customers is preferred.</li><li>
<strong>Compliance Awareness:</strong>Knowledge of banking compliance procedures, particularly KYC, CIP, and BSA/AML requirements, is an advantage.</li><li>
<strong>Communication Skills:</strong>Excellent verbal and written communication skills, with the ability to explain banking processes clearly, interact professionally with customers, and document issues accurately.</li><li>
<strong>Technical Proficiency:</strong>Ability to navigate multiple software applications and systems simultaneously, investigate customer inquiries, and adapt quickly to new digital banking tools and workflows.</li><li>
<strong>Analytical and Organizational Skills:</strong>Strong attention to detail, sound judgment, problem-solving abilities, and the capacity to manage competing priorities while meeting accuracy and service-level targets.</li><li>
<strong>Customer-Centric Mindset:</strong>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.</li><li>
<strong>Remote Work Readiness:</strong>Ability to work independently, communicate proactively, manage priorities, and participate actively in virtual meetings and team collaboration.</li><li>
<strong>Internet Connectivity:</strong>A reliable, high-speed internet connection with a minimum sustained upload speed of 100 Mbps is required throughout employment.</li><li>
<strong>Schedule Flexibility:</strong>Willingness to work varied schedules, including evenings, weekends, and holidays, according to business needs.</li><li>
<strong>Work Authorization:</strong>Must be legally authorized to work in the United States. Candidate location eligibility may be assessed individually.</li><h2>Benefits</h2><li>
<strong>Hourly Compensation:</strong>$23.00 per hour, with a pay premium available for bilingual English/Spanish candidates.</li><li>
<strong>Additional Compensation:</strong>Eligibility for an annual cash bonus and equity awards, where applicable.</li><li>
<strong>Remote Work:</strong>Fully remote work environment designed to support flexibility and independent working.</li><li>
<strong>Healthcare Coverage:</strong>Medical, dental, and vision insurance, with Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA) options.</li><li>
<strong>Retirement Savings:</strong>401(k) retirement plan.</li><li>
<strong>Paid Time Off:</strong>Paid time off and company holidays.</li><li>
<strong>Volunteer Opportunities:</strong>An additional paid volunteer day.</li><li>
<strong>Supplemental Insurance:</strong>Optional life, accident, critical illness, and pet insurance programs.</li><li>
<strong>Employee Well-Being:</strong>Employee Assistance Program (EAP) and wellness initiatives.</li><li>
<strong>Professional Development:</strong>Learning, career growth, and development programs designed to support long-term professional progression.</li>