Digital Support Specialist

The Digital Support Specialist supplies a multi-faceted approach to providing support for our Launch clients. Digital Support Specialists will be responsible for monitoring, reviewing and approving customer applications submitted through our retail account onboarding platforms. A Digital Support Specialist will demonstrate good decision making abilities, mitigate risk and ensure contractual Service Level Agreements are adhered to. This role also serves a part of the Digital Support Team by fielding all incoming customer phone calls and various forms of digital communication from Nymbus Launch clients. This position is responsible for solving customer issues, performing various account maintenance requests and providing additional support as necessary to create a seamless one touch resolution for each customer. This role also requires a high level of dedication to providing excellent customer service both over the phone and through various digital channels. This position requires schedule flexibility in order to meet the Company’s scheduling demands of a 24/7/365 Contact Center.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

• Efficiently answer inbound calls, secure messages and other communications from digital bank clients.
• Accurately manage communication for new digital bank customers related to new account onboarding.
• Solve problems and answer questions; listen to and anticipate clients’ needs in order to completely and accurately resolve their issue on first contact, reporting problems in systems and identifying client impacting situations proactively
• Utilize numerous programs and systems to investigate, troubleshoot and resolve client tickets and inquiries.
• Actively participate in testing of bank environments, validation of data and use of systems to adequately verify new code and enhancements are fully vetted.
• Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement.
• Develop oneself professionally by participating in training, engaging in self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills.
• Actively participate in coaching and feedback sessions by setting goals and achieving results.
• Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions.
• Perform all other related duties as required or assigned.

QUALIFICATIONS:

• Associate’s Degree or equivalent experience in a related field
• 2+ years of relevant experience in the financial industry
• Heavy Call Center experience OR experience working within a Bank or Credit Union in a customer service role (Bank Teller, etc.)
• Working knowledge of computer hardware and software systems, and diagnostic utilities
• Expert communication and documentation skills, both verbal as well as written
• Strong technical training skills and detail oriented
• Exceptional interpersonal and client engagement skills
• Proven analytical and problem solving abilities
• Ability to prioritize work to meet deadlines
• Maintain flexibility in schedule to allow for occasional travel

SALARY & BENEFITS:

• Competitive hourly pay
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic Dental premiums)
• Flexible Paid Time Off