Digital Support Specialist

Digital Support Specialist

Nymbus empowers banks and global financial services organizations to transform their capabilities and drive value in the digital marketplace. We aim to bring delight back into the banking process, ensuring our partners are excited about the possibilities and the lasting impact of our collaboration.

About the Role

As a Digital Support Specialist, you will provide a multi-faceted approach to supporting our Launch clients. This role involves monitoring, reviewing, and approving customer applications submitted through our retail account onboarding platforms. You will demonstrate strong decision-making abilities, mitigate risk, and ensure adherence to contractual Service Level Agreements. Additionally, you will be a key part of the Digital Support Team, handling all incoming customer phone calls and various forms of digital communication. Your primary goal will be to resolve customer issues, perform account maintenance, and provide support to create a seamless, one-touch resolution.

Key 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, anticipating client needs to resolve issues on first contact.
• Report problems in systems and proactively identify client-impacting situations.
• Utilize numerous programs and systems to investigate, troubleshoot, and resolve client tickets and inquiries.
• Actively participate in testing bank environments, data validation, and system usage to verify new code and enhancements.
• Monitor Digital Bank applications and make decisions based on structured account onboarding procedures, adhering to regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies, or procedures, exercising discretion and independent judgment.
• Engage in professional development through training, self-improvement initiatives, and skill-building activities to enhance product and systems knowledge, as well as client relations skills.
• Actively participate in coaching and feedback sessions by setting and achieving goals.
• Proactively seek opportunities for job training on processes or procedures.
• Perform all other related duties as required or assigned.

Requirements

• Associate's Degree or equivalent experience in a related field.
• 2+ years of relevant experience in the financial industry.
• Significant Call Center experience OR experience working within a Bank or Credit Union in a customer service role (e.g., Bank Teller).
• Working knowledge of computer hardware and software systems, and diagnostic utilities.
• Expert verbal and written communication and documentation skills.
• Strong technical training skills and attention to detail.
• Exceptional interpersonal and client engagement skills.
• Proven analytical, strong attention to detail, and problem-solving skills.
• Ability to prioritize work to meet deadlines.
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required.

What We Offer

• Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.
• Annual Cash Bonus and Equity Options commensurate with the role level and experience.
• Fully Remote work model.
• 401(k) plan.
• Comprehensive Insurance: Health, Dental, and Vision.
• Paid Time Off.

Nymbus is a remote-first company. While this role is fully remote, occasional travel to client sites or designated meeting locations may be required. Schedule flexibility is essential to meet the needs of a 7-day-a-week Contact Center.