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.

• 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.
• Technical Proficiency: Ability to navigate multiple software applications and systems simultaneously, investigate customer inquiries, and adapt quickly to new digital banking tools and workflows.
• Analytical and Organizational Skills: Strong attention to detail, sound judgment, problem-solving abilities, and the capacity to manage competing priorities while meeting accuracy and service-level targets.
• Customer-Centric Mindset: A proactive, service-oriented approach, with the ability to remain composed in a high-volume environment, resolve issues efficiently, and recognize when escalation is necessary.
• Remote Work Readiness: Ability to work independently, communicate proactively, manage priorities, and participate actively in virtual meetings and team collaboration.
• Internet Connectivity: A reliable, high-speed internet connection with a minimum sustained upload speed of 100 Mbps is required throughout employment.
• Schedule Flexibility: Willingness to work varied schedules, including evenings, weekends, and holidays, according to business needs.
• Work Authorization: Must be legally authorized to work in the United States. Candidate location eligibility may be assessed individually.

Benefits

• Hourly Compensation: $23.00 per hour, with a pay premium available for bilingual English/Spanish candidates.
• Additional Compensation: Eligibility for an annual cash bonus and equity awards, where applicable.
• Remote Work: Fully remote work environment designed to support flexibility and independent working.
• Healthcare Coverage: Medical, dental, and vision insurance, with Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care Account (DCA) options.
• Retirement Savings: 401(k) retirement plan.
• Paid Time Off: Paid time off and company holidays.
• Volunteer Opportunities: An additional paid volunteer day.
• Supplemental Insurance: Optional life, accident, critical illness, and pet insurance programs.
• Employee Well-Being: Employee Assistance Program (EAP) and wellness initiatives.
• Professional Development: Learning, career growth, and development programs designed to support long-term professional progression.