Digital Support Specialist

TEKsystems • Flint, MI

9d • $21 - $21 • Onsite

About The Position

Customer Solution Center – Digital Support Specialist
Effective June 19th, multiple banking systems will be converging, resulting in an anticipated increase in customer calls and support needs. This role supports customers across a variety of banking products, including deposit accounts, loans, lines of credit, and trust-related services. The organization is highly customer-focused and seeks professionals who prioritize delivering an exceptional customer experience during periods of change and growth.
These professionals must embody a customer-first mindset, positive attitude, and service-oriented culture at all times.
The Customer Solution Center (CSC) Digital Support Specialist serves as a Tier II technical expert, providing advanced support for online and mobile banking platforms. This role is critical in educating customers on digital products and enhancements, driving adoption of digital tools, and ensuring a seamless customer experience.
Specialists also support overflow from other Lines of Business (LOBs), demonstrating flexibility and cross-functional capability to meet customer needs across the organization.

Requirements

• High School Diploma or GED
• Minimum of 1 year of customer service experience
• Ability to work on-site every day with near-perfect attendance
• Customer Service
• Troubleshooting
• Technical Support
• Banking Knowledge

Nice To Haves

• Strong written and verbal communication skills, including typing, grammar, and spelling
• Proven ability to troubleshoot technical issues and navigate multiple systems
• Experience with digital banking tools such as Microsoft Office, internet browsers, QuickBooks, bank‑to‑bank transfers, and PC banking platforms
• Ability to adapt in a fast-paced, evolving environment
• Quick learner with strong retention and problem-solving capabilities
• Positive attitude with a commitment to continuous improvement
• Ability to support multiple Lines of Business and pivot between service areas with ease

Responsibilities

• Provide Tier II support for digital banking products and services, including troubleshooting issues related to login, navigation, alerts, transfers, and third-party integrations (e.g., Quicken, QuickBooks)
• Assist customers with general deposit account inquiries and provide overflow support for specialty LOBs such as Lending, Cards, and Investments, as needed
• Deliver first-contact resolution by anticipating customer needs and applying strong problem-solving and product knowledge
• Maintain up-to-date knowledge of digital platforms, policies, procedures, and service enhancements through continuous learning and training
• Adhere to all compliance, security, and operational standards to manage reputational risk
• Demonstrate core values and customer-centric behaviors in every interaction
• Collaborate with internal partners and back-office teams to resolve escalated issues effectively
• Support CSC initiatives by participating in coaching, feedback sessions, and performance improvement efforts
• Perform other duties as assigned to support CSC operations and customer satisfaction

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees