Digital Support Specialist
New
N
NymbusDigital banking
Location: Remote - United StatesFull-TimeJunior
SalaryHourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates. Annual cash bonus and equity eligibility, if applicable.
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Job Details
- Experience
- 2+ years of experience in a financial institution, call center, or customer service role.
- Required Skills
- Customer service
Requirements
- Associate’s Degree or equivalent experience in a related field.
- 2+ years of experience in a financial institution, call center, or customer service role.
- Working knowledge of deposit accounts and basic business banking products.
- Ability to multitask effectively in a multi-system environment.
- Strong attention to detail and problem-solving skills.
- Ability to prioritize and meet performance and SLA expectations.
- Flexibility to work varied schedules, including evenings, weekends, and holidays as required.
- Maintain a stable, high-speed internet connection with minimum upload speeds of 100 Mbps throughout employment.
- Familiarity with KYC/CIP and banking compliance requirements is preferred.
- Experience supporting consumer and/or small business banking customers is preferred.
Responsibilities
- Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers.
- Resolve customer issues on first contact whenever possible and escalate complex or high-risk issues appropriately.
- Perform account maintenance and servicing requests for personal and business accounts.
- Assist business customers with online and mobile banking access, user access, password resets, ACH and wire inquiries, account research, and deposit account servicing.
- Review retail and business account applications and documentation in accordance with policies, procedures, and regulatory requirements.
- Monitor digital banking applications and make decisions using structured onboarding procedures.
- Complete transactions accurately and within established guidelines and SLAs.
- Use multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries.
- Document interactions clearly and accurately, and report system or client-impacting issues proactively.
- Participate in testing and validation of banking environments and system enhancements as assigned.
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