Digital Client Specialist

MVB Bank

10d • Remote

About The Position

As a Digital Client Specialist, your primary responsibility is to make clients
feel welcome and to establish relationships by providing extraordinary client
experience with every interaction. This role handles inbound service, outbound
client engagement, ITM transactions, and digital channel support.

The Digital Client Specialist takes a proactive approach to client
relationships—managing an assigned portfolio, conducting outbound calls for
retention and cross-selling, and generating referrals to other lines of
business. Team members are expected to embrace change, demonstrate a disciplined
approach to sales and relationship building, and continuously develop their
skills.

Requirements

• High school diploma or equivalent required; Associate degree preferred.
• 1+ years of experience in a financial institution, call center, or client service environment preferred.
• Basic knowledge of banking products and services preferred; training provided.
• Strong verbal communication and active listening skills.
• Ability to identify client needs and recommend solutions.
• Demonstrates a disciplined approach to sales and relationship building.
• Comfortable with technology and ability to learn new systems quickly.
• Proficiency in MS Office Suite and contact center systems.
• Attention to detail and reliability.
• Ability to work independently in a remote environment.

Responsibilities

• Handle inbound calls, resolving client inquiries with a focus on first call resolution.
• Process ITM transactions accurately, using interactions to identify client needs.
• Identify opportunities during client interactions to deepen relationships and grow the client's connection to MVB.
• Process client service requests and account maintenance accurately and efficiently.
• Support online banking inquiries including password resets, unlocks, and general troubleshooting.
• Support clients through digital channels.
• Escalate complex situations as needed.
• Open new consumer accounts and services.
• Guide new clients through onboarding, ensuring successful adoption of digital tools and services.
• Complete fulfillment tasks including document processing and account maintenance.
• Manage assigned client portfolio with proactive outreach and follow-up.
• Conduct outbound calls for retention, cross-selling, and relationship building.
• Support retention efforts through proactive outreach.
• Identify client needs and recommend appropriate solutions.
• Generate referrals to mortgage, business banking, treasury management, and other lines of business.
• Document all client interactions and follow-ups in CRM.
• Adhere to all Bank policies, procedures, and regulatory requirements, including BSA/AML.
• Maintain confidentiality of client information.
• Participate in training and coaching to continuously develop skills.
• Embrace change and continuous improvement as the CEC evolves

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED