Digital Support Specialist

🔥 18 minutes ago

🇺🇸 United States – Remote

💵 $23 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

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Nymbus

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📣 Marketing

🏦 Banking

Consulting • Marketing • Banking

Nymbus is a technology company that provides modern banking solutions tailored for banks and credit unions. It offers a robust core banking platform that facilitates the launch of digital banking services and retail strategies, enabling institutions to innovate rapidly while ensuring compliance and operational efficiency. Through its suite of services, including onboarding, digital banking tools, and managed services, Nymbus empowers financial institutions to enhance customer experience and drive growth in a competitive landscape.

📋 Description

• Provide front-line support to consumer and business banking customers through inbound phone calls, secure messages, chats, and other digital channels • Deliver prompt, accurate, and professional service in a high-volume contact center • Resolve customer issues on first contact whenever possible • Perform account maintenance and servicing requests for personal and business accounts • Escalate complex or high-risk issues appropriately • Assist small business and commercial customers with online/mobile banking access, user access, password resets, ACH and wire inquiries, account research, and deposit account servicing • Review business account onboarding applications and documentation according to policy and regulatory requirements • Ensure compliance with KYC, CIP, and BSA/AML guidelines • Monitor digital bank applications and make decisions using structured onboarding procedures • Complete transactions accurately within established guidelines and SLAs • Mitigate operational and fraud risk and report system or client-impacting issues • Investigate, troubleshoot, and resolve inquiries using multiple programs and systems • Document customer interactions clearly and accurately • Participate in testing and validation of banking environments and system enhancements • Participate in coaching, feedback, and ongoing training • Identify opportunities to improve processes and service delivery

🎯 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 • Experience supporting consumer and/or small business banking customers preferred • Working knowledge of deposit accounts and basic business banking products • Familiarity with KYC/CIP and banking compliance requirements preferred • 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 • Stable, high-speed internet connection with minimum sustained upload speeds of 100 Mbps • English/Spanish bilingual capability is eligible for a pay premium

🏖️ Benefits

• Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates • Annual Cash Bonus • Equity Options commensurate with the role level and experience • Fully Remote • 401(k) plan • Insurance - Health, Dental, and Vision • Time Off