Online Banking Support Specialist I

About the role

Dime Commercial Bank (Dime) is hiring an Online Banking Support Specialist I for its Call Center. The specialist will serve as a dedicated resource for handling all inquiries related to online banking services for personal and business customers, enhancing customer experience by providing specialized support for digital banking platforms, including login assistance, troubleshooting, and Zelle‑related inquiries.

Responsibilities

• Provide expert‑level assistance for online banking platforms (personal and business).
• Troubleshoot login issues, password resets, and multi‑factor authentication problems.
• Support customers with Zelle enrollment, transactions, and error resolution.
• Educate customers on digital banking features and security best practices.
• Handle escalated cases requiring advanced technical knowledge.
• Collaborate with internal teams to resolve complex issues and improve processes.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Minimum 1 year experience in a call center or customer support environment.
• Prior experience in banking or financial services strongly preferred.
• Familiarity with online banking systems, mobile apps, and digital payment platforms (including Zelle).
• Ability to troubleshoot technical issues and guide customers through digital processes.
• Strong communication and active listening skills.
• Excellent problem‑solving and critical thinking abilities.
• Ability to work in a fast‑paced environment and manage multiple inquiries efficiently.
• Knowledge of compliance and security protocols related to digital banking.
• Flexibility to work varying shifts as needed.

Pay

Salary range: $43,000 to $50,000 annually (commensurate with experience).