Sr Digital Support Specialist - Hybrid - Full-time

Provident Bank•Iselin, NJ

7d•$21 - $27•Hybrid

About The Position

Provident Bank is seeking a Senior Digital Support Specialist to support customers with their online and mobile banking experience. This role serves as a key point of contact for digital banking inquiries, troubleshooting, and education across multiple channels, including phone, email, and secure messaging. The Senior Digital Support Specialist plays an important role in delivering exceptional customer service, ensuring security and accuracy, and helping customers confidently navigate our digital banking tools.

Requirements

High School Diploma or GED required; Associate degree preferred
Minimum of 2 years of call center and/or banking experience
Experience with digital banking platforms preferred
Strong verbal and written communication skills with the ability to explain technical concepts clearly
Ability to multitask across multiple digital platforms (phone, live chat, video chat, email)
Excellent problem‑solving and critical‑thinking skills
Strong attention to detail and ability to execute transactions accurately
Proficiency with Microsoft Office and data entry systems
Ability to prioritize workload and manage time effectively
Flexible schedule availability

Responsibilities

Support customers with digital banking services, including mobile and online banking, Bill Pay, Zelle®, mobile deposit, login issues, password resets, and Regulation E inquiries
Resolve customer inquiries through inbound and outbound calls, email, and secure messaging while striving for first‑call resolution
Properly identify and authenticate customers using established verification and enhanced security procedures
Guide customers through troubleshooting steps and digital navigation across web and mobile platforms
Communicate approval or denial of online banking enrollments via email
Open and manage vendor service tickets as needed to support customer requests
Ask thoughtful, probing questions to diagnose issues and recommend appropriate digital solutions
Stay current on bank products, services, policies, procedures, and emerging digital banking trends

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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