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Role Description

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.

• Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries.
• Review and process customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements.
• Strong decision-making skills and attention to detail are required.
• Commitment to providing one-touch resolution whenever possible.
• Schedule flexibility is required to meet the needs of a 7 day a week Contact Center.

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.
• 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.

Requirements

• 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.
• 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, and 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.
• 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.
• 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.
• 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.

Benefits

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