Lead Digital Support Specialist - Woodbridge (Hybrid)

Provident Bank • Iselin, NJ

7h • Hybrid

About The Position

This role is for a Lead Digital Support Specialist at Provident Bank, a highly regarded financial institution in New Jersey. The position involves assisting customers with inquiries about online banking services and digital banking tools through various channels, including inbound and outbound calls, and troubleshooting digital navigation issues. The specialist will also stay updated on emerging trends, policy changes, products, and services to ensure customer satisfaction. This role supports Team Leaders and Supervisors with research and resolutions for escalated client issues and assists Contact Center and Digital Support employees with role-related questions. All employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. The contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM, requiring full availability during these hours.

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 inquiries 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)
• eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans
• Flexible and Health Savings Accounts
• a 401(k) Retirement Plan
• Disability Insurance
• an 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