Digital Support Specialist

About the role

Nymbus helps banks and global financial services organizations transform their capabilities and drive value in today's digital marketplace. We believe when you set off on the path to innovation you should feel excitement and confidence, not fear and dread. The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients in a high-volume, fast-paced Contact Center environment. This role delivers exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels, and assists small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries.

Schedule flexibility is required to meet the needs of a 7-day-a-week Contact Center. Occasional travel may be required for client engagements, team planning sessions, or project activities. Working hours primarily align with the Eastern Time Zone; candidates located in the Eastern or Central time zones are preferred.

Responsibilities

• 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.
  • 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 make decisions 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.

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 upload speeds of 100 Mbps sustained throughout employment.

Pay

Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.

Benefits

• Annual Cash Bonus and Equity Options.
• Fully Remote work environment.
• 401(k) plan.
• Health, Dental, and Vision Insurance.
• Paid Time Off.