Digital Support Banking Specialist

Title: Digital Support Banking Specialist

Location: Columbus, OH

Duration: Contract to Hire

Our client, a leading digital bank, has an immediate need for Digital Support Banking Specialists.

The Digital Support Specialist will demonstrate excellent decision-making abilities, mitigate risk and

ensure contractual Service Level Agreements are adhered to. This role also serves as part of the

Digital Support Team by fielding all incoming customer phone calls and various forms of digital

communication from clients. This position is responsible for solving customer

issues, performing various account maintenance requests and providing additional support as

necessary to create a seamless one touch resolution for each customer. This role also requires a

high level of dedication to providing excellent customer service both over the phone and through

various digital channels. This position requires schedule flexibility in order to meet the

Company’s scheduling demands of a 24/7/365 Contact Center.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

• Efficiently answer inbound calls, secure messages and other communications from digital

bank clients.

• Accurately manage communication for new digital bank customers related to new

account onboarding.

• Solve problems and answer questions; listen to and anticipate clients’ needs in order to

completely and accurately resolve their issue on first contact, reporting problems in

systems and identifying client impacting situations proactively

• Utilize numerous programs and systems to investigate, troubleshoot and resolve client

tickets and inquiries.

• Actively participate in testing of bank environments, validation of data and use of

systems to adequately verify new code and enhancements are fully vetted.

• Monitor Digital Bank applications and decision based on structured account onboarding

procedures while adhering to respective regulations and policies.

• Complete all transactions with accuracy and within guidelines, policies or procedures,

exercising discretion and independent judgement.

• Develop oneself professionally by participating in training, engaging in self improvement

initiatives and skill-building activities to enhance product knowledge, systems

knowledge, sales and client relations skills.

• Actively participate in coaching and feedback sessions by setting goals and achieving

results.

• Proactively take advantage of opportunities to become more involved with job training on

processes or procedures through daily job functions.

• Perform all other related duties as required or assigned.

QUALIFICATIONS:

• Associate’s Degree or equivalent experience in a related field

• 2+ years of relevant experience in the financial industry

• Heavy Call Center experience OR experience working within a Bank or Credit Union in a

customer service role (Bank Teller, etc.)

• Working knowledge of computer hardware and software systems, and diagnostic utilities

• Expert communication and documentation skills, both verbal as well as written

• Strong technical training skills and detail oriented

• Exceptional interpersonal and client engagement skills

• Proven analytical and problem solving abilities

• Ability to prioritize work to meet deadlines

• Maintain flexibility in schedule to allow for occasional travel