[Hiring] Digital Support Specialist @Nymbus, Inc.

Role Description

The Digital Support Specialist provides front-line support to both consumer and business banking customers for our Launch clients. This role operates in a high-volume, fast-paced Contact Center environment and is responsible for delivering exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels.

• Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries.
• Review and process customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements.
• Requires strong decision-making skills, attention to detail, and a commitment to providing one-touch resolution whenever possible.
• Schedule flexibility is required to meet the needs of a 7 day a week Contact Center.

Qualifications

• Associate’s Degree or equivalent experience in a related field.
• 2+ years of experience in a financial institution, call center, or customer service role.
• Experience supporting consumer and/or small business banking customers preferred.
• Working knowledge of deposit accounts and basic business banking products.
• Familiarity with KYC/CIP and banking compliance requirements preferred.
• Strong communication skills (verbal and written).
• Ability to multitask effectively in a multi-system environment.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize and meet performance and SLA expectations.
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required.

Requirements

• Perform efficiently in a high-volume, production-driven Digital Call Center environment.
• Answer inbound calls, secure messages, chats, and other communications from consumer and business banking customers.
• Provide prompt, accurate, and professional service to ensure a seamless customer experience.
• Resolve customer issues on first contact whenever possible.
• Perform account maintenance and servicing requests for both personal and business accounts.
• Escalate complex or high-risk issues appropriately.
• Assist small business and commercial customers with online and mobile banking access, user access and password resets, basic ACH and wire inquiries, account balances, and transaction research.
• Support business account onboarding by reviewing submitted applications and documentation in accordance with policy and regulatory requirements.
• Ensure compliance with applicable KYC, CIP, and BSA/AML guidelines when reviewing business customer information.
• Monitor retail and business digital bank applications and decision based on structured onboarding procedures.
• Complete transactions accurately and within established guidelines and SLAs.
• Exercise discretion and sound judgment while mitigating operational and fraud risk.
• Identify and report system or client-impacting issues proactively.
• Utilize multiple programs and systems to investigate, troubleshoot, and resolve customer inquiries.
• Document interactions clearly and accurately.
• Participate in testing and validation of banking environments and system enhancements as assigned.
• Participate in coaching and feedback sessions.
• Engage in ongoing training to strengthen product knowledge, systems knowledge, and customer service skills.
• Proactively seek opportunities to improve processes and service delivery.
• Perform all other related duties as required or assigned.

Benefits

• 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.
• 401(k) plan.
• Insurance - Health, Dental and Vision.
• Time Off.