Digital Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Support Specialist based in the United States. About the Role Join a growing fintech environment dedicated to modernizing digital banking and enhancing customer experiences. As a Digital Support Specialist, you will provide front-line assistance to consumer, small business, and commercial banking customers across phone, chat, secure messaging, and other digital channels. You will help customers navigate online banking, resolve account-related issues, and access essential financial services efficiently. The role also involves reviewing retail and business banking applications, maintaining compliance with established policies, and identifying potential operational risks. Working in a fast-paced, high-volume contact center, you will collaborate with colleagues to deliver accurate, secure, and timely solutions. This fully remote opportunity is ideal for a customer-focused professional who combines strong problem-solving skills with attention to detail and an interest in financial technology. Accountabilities - Customer Support and Contact Center Operations: 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. - Account Servicing and Troubleshooting: Assist customers with account maintenance, online and mobile banking access, password resets, transaction research, account balances, and general deposit account inquiries. - Business Banking Support: Support small business and commercial customers with digital banking access, user permissions, basic ACH and wire inquiries, and general business deposit account servicing.

- Application Review and Onboarding: 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. - Risk Management and Compliance: 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. - Technical and Operational Support: 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. - Quality Assurance and Continuous Improvement: 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. - Performance and Schedule Management: Meet productivity, accuracy, and service-level expectations while maintaining flexibility to support a contact center operating seven days a week. Requirements - Education and Experience: Associate degree or equivalent relevant professional experience, with at least two years of experience in a financial institution, contact center, or customer service environment. - Banking Knowledge: Familiarity with deposit accounts and basic business banking products is required. Experience supporting consumer, small business, or commercial banking customers is preferred. - Compliance Awareness: Knowledge of banking compliance procedures, particularly KYC, CIP, and BSA/AML requirements, is an advantage. - Communication Skills: Excellent verbal and written communication skills, with the ability to explain banking processes clearly, interact professionally with customers, and document issues accurately.