Digital Support Specialist
About The Position
Digital Support Specialists interact with bank customers primarily through inbound calls. Familiarity with the bank's core system is critical. Must be able to actively listen to customer requests, ask questions to clarify needs, and connect the customer to the appropriate department. This role involves providing Online Banking Support, receiving inbound calls, assessing customer needs, and routing them to the appropriate bank department. Responsibilities include validating customer authority to release information to mitigate fraud, assisting with business and consumer online access and registration, setting up and resetting passwords and PINs, troubleshooting online and mobile banking issues, completing basic customer requests, identifying and reporting suspected fraud, assisting with general account maintenance, online banking agreements, and enforcing transaction limits. The specialist will also assist customers with Bill Pay and P2P, partner with other bank departments to ensure online banking access is closed appropriately, monitor support call volumes, identify and report persistent system issues, support LinkLive (OLB customer chat), support Remote Deposit Capture, review user account reports and remove old/expired users, download and print monthly Digital Banking reports, understand the Bank’s product offerings and departmental functions, and support Branch and Teller staff as needed. Other job support as needed is also part of the role.
Requirements
- Familiarity with the bank's core system is critical
- Minimum high school diploma or equivalent
- Basic computer skills, including working knowledge of the Windows operating environment and Microsoft Office basics
- Must be able to make independent decisions
- Must have strong oral, written, and analytical skills
- Must have organizational skills
- Basic Mobile/Cellular phone functionality
Nice To Haves
- Bilingual a plus but not required
Responsibilities
- Receive inbound calls from bank customers
- Assess customer needs and route to the appropriate bank department
- Validate Customer Authority to release information to mitigate fraud
- Assist with business and consumer online access and registration
- Set up and reset passwords and PINs
- Troubleshoot online and mobile banking issues
- Complete basic customer requests
- Identify and report suspected fraud
- Assist with completing general account maintenance, online banking agreements, and enforcing transaction limits
- Assist customers with Bill Pay and P2P
- Partners with other bank departments to ensure online banking access is closed in the event of account closures, ownership changes, and deceased customers
- Monitor support call volumes and type through phone banking system
- Identifies and report persistent system issues
- Be well-versed in all CSI Inquiry functions
- Support with LinkLive (OLB customer chat)
- Support Remote Deposit Capture
- Review user account reports and remove old/expired users
- Download and print monthly Digital Banking reports
- Understand the Bank’s product offerings and departmental functions
- Support Branch and Teller staff as needed
- Other job support as needed
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
