Lead Digital Support Specialist - Woodbridge (Hybrid)

About the Role

As the Digital Support Lead, you will handle inbound and outbound customer communications, troubleshoot online and mobile banking issues, assist customers with digital banking navigation, and resolve complex technical and account-related concerns across multiple digital service channels. This role is responsible for remaining current on evolving bank policies, procedures, products, services, regulatory requirements, and digital banking enhancements to ensure accurate information is provided and a high level of customer satisfaction is maintained. You will partner closely with the Digital Support Manager to research and resolve escalated customer issues while identifying process improvement opportunities.

The Lead Digital Support Specialist will also support Digital Support employees by mentoring and coaching, answering procedural and operational questions, providing real-time guidance, supporting new employee training and onboarding, reinforcing best practices, and assisting management with monitoring daily operations to ensure consistent quality, compliance, and team performance.

Schedule

Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

Responsibilities

• Assist the Digital Support Manager with answering team member questions and concerns, providing approvals, identifying coaching and training opportunities, and scheduling daily activities.
• Review and decision Online Account Opening applications to ensure accuracy, completeness, and compliance with company policies and regulatory requirements.
• Research and ensure prompt resolution of escalated customer issues, including inquiries received from agents, management, and internal business partners.
• Assist customers and branches with consumer digital banking products, including online banking, mobile banking, bill pay, Zelle, and related services; provide timely and accurate resolutions to inquiries or disputes via email, phone, or secure messaging.
• Act as a liaison between the Contact Center and other departments, and assist management with projects, system testing, and other related tasks.
• Perform all other duties as assigned.

Requirements

• High School Diploma or GED required.
• Minimum 5 years of call center or banking experience.
• Knowledge of digital banking services.
• Ability to support staff using alternate channels and a variety of methods, including Zoom and web conferencing.
• Ability to lead, coach, and mentor peer team members with a range of skills and differing needs.
• Strong customer service skills with the ability to engage clients, resolve issues, and provide solutions regarding products and services.
• Expert critical thinking skills with the ability to problem-solve, make sound decisions, and produce thorough and accurate work.
• Ability to multitask across multiple digital platforms, including live chat, video chat, and phone.
• Adaptive, flexible, and resourceful with the ability to work in a fast-changing environment.
• Proficiency in Microsoft Office suite and alphanumeric data entry.
• Ability to communicate clear, concise information to customers and co-workers, and identify the best method to communicate information for each situation.
• Ability to seek process improvement through available resources.
• Ability to work a flexible schedule.

Preferred Qualifications

• Associate degree preferred.

Working Conditions

• Work is performed in a normal office environment. Noise levels are usually moderate.
• This position involves travel to customers and property locations.
• Prolonged sitting.
• Lifting from 5 to 10 lbs. (printer paper, storage boxes).
• Occasional bending or overhead lifting (storing files or boxes).
• The hazards are mainly those present in a normal office setting.

Travel Requirements

May require travel between customer sites, Provident Offices, or Branches.

Pay

$24.51 - $30.59 per hour. Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Benefits

• Paid time-off (PTO) and Holiday (PTO).
• Health and Wellness benefits including Medical, Dental, and Vision Plans.
• Flexible and Health Savings Accounts.
• 401(k) Retirement Plan.
• Disability Insurance.
• Employee Assistance Program.
• Basic Life Insurance.
• Company-sponsored Tuition Disbursement and Loan Repayment programs.
• Voluntary benefits including Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity, and Legal plans.