adminFull job description
Overview
We are seeking a dedicated Customer Support Specialist to join our Digital Banking team. This role involves providing exceptional client service, assisting customers with their digital banking needs, and ensuring a seamless user experience. The ideal candidate will possess strong communication skills, technical proficiency, and a customer-focused mindset. Bilingual abilities and experience in call center environments are highly valued to support our diverse client base.
Responsibilities
● Serve as a frontline point of contact for customers via phone and email, handling inbound inquiries related to checking and deposit accounts.
● Support customers with day-to-day account questions, including balances, transactions, interest accrual, statements, ACH activity, debit card usage, and account access.
● Follow documented procedures to resolve standard customer issues, escalating more complex cases to senior Operations or Compliance teams as needed.
● Assist with Reg E–related customer inquiries, including dispute intake, basic status updates, and customer communications, under guidance from Operations and Compliance.
● Accurately document all customer interactions and actions taken in Zendesk or equivalent ticketing systems.
● Meet defined response time and quality standards for customer communications. ● Identify potential fraud or risk signals during customer interactions and escalate according to internal guidelines.
● Collaborate with internal teams by providing clear, complete case notes and supporting information when issues are handed off.
Skills
● 2+ years of experience in customer support or operations supporting U.S. consumer banking products, such as checking accounts, debit cards, credit cards, or similar financial products.
● Experience handling phone and email support in a regulated financial services environment.
● Working knowledge of:
○ ACH deposits and withdrawals
○ Debit card transactions
○ Pending vs. posted transactions
○ Basic holds and posting timelines
○ Monthly statements.
● Strong verbal and written communication skills, with the ability to explain account activity clearly and empathetically to customers.
● Solid attention to detail and ability to follow procedures accurately in a financial services context.
● Experience using customer support tools such as Zendesk (or similar), email, and internal knowledge bases.
● Comfort working within workflows, scripts, and escalation paths.
● Ability to work U.S. Pacific Time hours (9:00 AM – 5:00 PM, with a 1-hour break).
Pay: $20.00 – $22.00 per hour
Expected hours: 40.0 per week
Benefits:
- Work from home
Work Location: Remote
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