Digital Support Specialist

Associate’s Degree or equivalent experience in a related field. 2+ years of relevant experience in the financial industry. Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role. Working knowledge of computer hardware and software systems, and diagnostic utilities. Expert communication and documentation skills, both verbal as well as written. Strong technical training skills and detail oriented. Exceptional interpersonal and client engagement skills. Proven analytical and problem solving abilities. Ability to prioritize work to meet deadlines. Maintain flexibility in schedule to allow for occasional travel.

Answer inbound calls, secure messages, and other communications from digital bank clients. Manage communication for new digital bank customers regarding account onboarding. Solve problems and answer questions, anticipating client needs for first-contact resolution. Utilize programs and systems to investigate, troubleshoot, and resolve client tickets. Participate in testing of bank environments and validation of data. Monitor Digital Bank applications and make decisions based on onboarding procedures, regulations, and policies. Complete transactions accurately within guidelines, policies, or procedures. Participate in training, self-improvement, and skill-building activities. Actively participate in coaching and feedback sessions. Take advantage of opportunities for job training on processes or procedures.