Digital Support Specialist - Hybrid - Full-time
About The Position
Provident Bank is seeking a Digital Support Specialist to support customers with their online and mobile banking experience. As the Digital Support Specialist, you will assist with customer inquiries regarding their online banking services and digital banking tools via multiple channels. The Digital Support Specialist is responsible for taking inbound calls, conducting outbound calls, troubleshooting and assisting with digital navigation. In this role, the specialist is responsible for staying current with any new and/or emerging changes to existing bank or department policies and procedures, products, services and marketing trends to ensure customer satisfaction
Requirements
- High School Diploma or GED required; Associate degree preferred
- 1-2 years related experience and/or training or equivalent combination of education and experience
- Knowledge of digital banking preferred
- Strong Customer Service Skills with the ability to engage clients to resolve issues and provide solutions regarding products and services.
- Expert Critical thinking skills, ability to problem solve, make sounds decisions to execute transactions with minimal errors, ensure quality work product, and demonstrate accountability for work and actions.
- The ability to multitask between multi digital platforms (i.e. live chat, video chat, phone).
- Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment.
- Proficiency in Microsoft Office suite and alphanumeric data entry
- Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation.
- Ability to seek process improvement through resources.
- Ability to work a flexible schedule.
Responsibilities
- Properly identify customers using verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.
- Resolves and researches customer inquiries or disputes regarding Bill Pay/Zelle items, mobile banking, mobile deposit, logging in, resetting pins and passwords, Regulation E inquiries and general research of paid items.
- Meets or exceeds individual service including but not limited to 24-hour follow-up, adherence to schedule, call monitoring scores and unavailable time.
- Ask probing questions to best analyze client issues and recommend digital solutions.
- Review and Remove OLB/Zelle/Bill Pay/ External account access for any closed accounts or deceased customer profiles.
- Responsible for any other duties assigned by management.
- Communicate via email to customers of any approved or declined online banking enrollments.
Benefits
- Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan.
- In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance.
- Company sponsored Tuition Disbursement and Loan Repayment programs are also available.
- Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
