Lead Digital Support Specialist - Woodbridge (Hybrid)

Provident Bank • Woodbridge Township, NJ

5d • $24 - $30 • Hybrid

About The Position

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community? Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York. Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do. At Provident Bank, we are committed to enhancing our customer and employees’ experience. As the Lead Digital Support Specialist, you will assist with customer inquiries regarding their online banking services and digital banking tools via multiple channels. The Lead Digital Support Specialist is responsible for taking inbound calls, conducting outbound calls, troubleshooting and assisting with digital navigation. Additionally, this role is responsible for staying current with any emerging trends or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction. This role will support the Team Leaders and Team supervisors with research and resolutions for escalations of client issues. This role also, supports the Contact Center and Digital Support employees with answering questions in relation to their role. All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

Requirements

• High school diploma or GED required.
• Minimum of 5 years of Call Center or Banking experience.
• Strong Customer Service Skills with the ability to engage clients to resolve issues and provide solutions regarding products and services.
• The ability to multitask between multi digital platforms (i.e. live chat, video chat, phone).
• Excellent Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work.
• 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.

Nice To Haves

• Associate degree preferred.
• Knowledge of digital banking services preferred.

Responsibilities

• Provide guidance to clients for Consumer and Business digital banking products (online banking, mobile banking, mobile deposit, bill pay, Zelle, Quicken Connectivity), while providing resolutions to inquires or disputes.
• Respond appropriately, timely and with accuracy to client requests via email, phone calls, or secure messaging.
• Properly identify customers using the verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.
• Support branches by phone and/or email regarding Zelle/Bill pay & mobile limit increases and inquiries regarding other digital services.
• Ask probing questions to best analyze client issues and recommend digital solutions.
• Perform all other duties as assigned including acting as a liaison between Contact Centers and other department/business partners for digital services and client support.

Benefits

• Team members accrue paid time-off (PTO), receive Holiday (PTO)
• Health and Wellness benefits including Medical, Dental and Vision Plans
• Flexible and Health Savings Accounts
• 401(k) Retirement Plan
• Disability Insurance
• Employee Assistance Program
• Basic Life Insurance
• Company sponsored Tuition Disbursement and Loan Repayment programs
• Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.

What This Job Offers

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