Digital Support Specialist

Job Description

Job Description

About Nymbus

Nymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today's digital marketplace. At Nymbus, we're revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won't just be part of a tech revolution; you'll be at the forefront of it, driving innovation and delivering exceptional client experiences. 

Nymbus is building the next generation of fintech platforms, and that takes people who are ready to challenge convention, move with purpose, and reimagine what's possible.  We operate with an AI-first mindset across our business, continuously improving how we work, and the value we deliver to our clients. 

We want our partners to be thrilled about the possibilities we are creating together and the lasting impact our collaboration will bring to the industry and consumers.  The journey to growth begins with doing something different. And that journey starts with the great people who make Nymbus.

We challenge the status quo, question assumptions, and work together to turn bold ideas into meaningful progress. 

The Opportunity

The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients. This role operates in a high-volume, fast-paced Contact Center environment and is responsible for delivering exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels.  

In addition to supporting retail banking customers, this role assists small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries. The Digital Support Specialist is responsible for reviewing and processing customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements.  

This position requires strong decision-making skills, attention to detail, and a commitment to providing one-touch resolution whenever possible. Schedule flexibility is required to meet the needs of a 7-day-a-week Contact Center.

What You Will Own

Contact Center & Customer Support

• Perform efficiently in a high-volume, production-driven Digital Call Center environment.
• Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers.
• Provide prompt, accurate, and professional service to ensure a seamless customer experience.
• Resolve customer issues on first contact whenever possible.
• Perform account maintenance and servicing requests for both personal and business accounts.
• Escalate complex or high-risk issues appropriately.

Business Banking Support 

• Assist small business and commercial customers with:
• - Online and mobile banking access
• - User access and password resets
• - Basic ACH and wire inquiries
• - Account balances and transaction research
• - General business deposit account servicing
• Support business account onboarding by reviewing submitted applications and documentation in accordance with policy and regulatory requirements. 
• Ensure compliance with applicable KYC, CIP, and BSA/AML guidelines when reviewing business customer information. 

Risk, Compliance & Accuracy

• Monitor retail and business digital bank applications and decision based on structured onboarding procedures.
• Complete transactions accurately and within established guidelines and SLAs.
• Exercise discretion and sound judgment while mitigating operational and fraud risk.
• Identify and report system or client-impacting issues proactively. 

Technical & Operational Support

• Utilize multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries.
• Document interactions clearly and accurately.
• Participate in testing and validation of banking environments and system enhancements as assigned. 

Professional Development

• Participate in coaching and feedback sessions.
• Engage in ongoing training to strengthen product knowledge, systems knowledge, and customer service skills.
• Proactively seek opportunities to improve processes and service delivery.
• Perform all other related duties as required or assigned. 

Other duties as assigned

What You Will Bring

Required Qualifications

• Associate's Degree or equivalent experience in a related field. 
• 2+ years of experience in a financial institution, call center, or customer service role.
• Experience supporting consumer and/or small business banking customers preferred.
• Working knowledge of deposit accounts and basic business banking products.
• Strong communication skills (verbal and written). 
• 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. 

Preferred Qualifications

• Familiarity with KYC/CIP and banking compliance requirements preferred.

Internet Requirements

As a condition of employment, this role requires the candidate to maintain a stable, high-speed internet connection. Minimum upload speeds of 100 Mbps are required and must be sustained throughout employment. 

How We Work

Nymbus is a remote-first company.  Success in our remote environment requires self-motivation, initiative, and strong personal accountability. Team members are expected to manage their priorities independently, communicate proactively, remain responsive, and participate on camera during virtual meetings. 

A strong remote culture requires intentional effort from everyone. We expect team members to engage in our global community, proactively build relationships, participate actively in team and company conversations, seek opportunities to collaborate, and take shared ownership of creating a connected and inclusive remote community including showing up on camera

Compensation and Benefits

• Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.
• Annual cash bonus and equity eligibility, if applicable.
• Remote Work Environment
• Health, dental, and vision insurance, including HSA/FSA/DCA
• 401(k) plan
• Time-off and company holidays
• Additional paid volunteer day
• Supplemental Insurance Programs, including voluntary Life, Accident, Critical Illness, Pet Insurance
• Employee Assistance Programs [EAP]
• Wellness programs 
• Growth and development programs

Actual compensation will be determined based on relevant experience, skills, role scope, and location.

Hiring at Nymbus

As an AI-first company, we embrace the power of AI tools throughout our hiring process. Nymbus remains committed to finding the right match for our teams and candidates alike. While we are excited about the AI tools available to us today, including AI-enabled video interview tools, we remain equally committed to maintaining human involvement and oversight throughout the hiring process. 

Nymbus is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Nymbus is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process, including accommodations related to our use of AI tools. If you require an accommodation, please notify your recruiter.

Applicants must be legally authorized to work in the country in which the position is based. This role is currently based in the United States. Not all locations are available for consideration, and locations will be evaluated on a case-by-case basis.

In compliance with applicable pay transparency laws, this posting includes the anticipated base salary range, a general description of available benefits, and the application deadline where required. Actual compensation will be determined based on the candidate's relevant experience, skills, and location.

By submitting this application, (i) you represent and warrant that you are not subject to or (ii) will disclose any non-compete agreement, restrictive covenant, or confidentiality obligation with a current or former employer that would restrict or prohibit you from performing the duties of the role for which you are applying.

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