Digital Support Specialist
New
J
JobgetherDigital banking
This fully remote opportunity ... based in the United States.Full-TimeJunior
Salary$23.00 per hour, with a pay premium available for bilingual English/Spanish candidates.
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Job Details
- Experience
- At least two years of experience in a financial institution, contact center, or customer service environment.
- Required Skills
- Customer service
Requirements
- Associate degree or equivalent relevant professional experience.
- At least two years of experience in a financial institution, contact center, or customer service environment.
- Familiarity with deposit accounts and basic business banking products.
- Knowledge of banking compliance procedures, particularly KYC, CIP, and BSA/AML requirements, is an advantage.
- Ability to navigate multiple software applications and systems simultaneously and adapt to new digital banking tools and workflows.
- Strong attention to detail, sound judgment, problem-solving abilities, and capacity to manage competing priorities.
- Ability to communicate clearly with customers and document issues accurately.
- Ability to work independently, communicate proactively, manage priorities, and participate in virtual meetings and team collaboration.
- Reliable, high-speed internet connection with a minimum sustained upload speed of 100 Mbps throughout employment.
- Willingness to work varied schedules, including evenings, weekends, and holidays, according to business needs.
Responsibilities
- Handle inbound calls, secure messages, chats, and other inquiries from retail and business banking clients.
- Assist customers with account maintenance, online and mobile banking access, password resets, transaction research, balances, and deposit account inquiries.
- Support small business and commercial customers with digital banking access, user permissions, basic ACH and wire inquiries, and business deposit account servicing.
- Review retail and business account applications and supporting documentation using established onboarding procedures.
- Process requests and transactions within established policies and service-level agreements, identify potential fraud or operational risks, and escalate complex or high-risk cases.
- Use multiple systems and software applications to investigate customer issues, troubleshoot technical problems, and document interactions.
- Participate in testing and validation of banking systems and enhancements, and recommend improvements to customer service and operational processes.
- Meet productivity, accuracy, and service-level expectations while supporting a contact center operating seven days a week.
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