Digital Banking Support Representative
Location
United States
Posted
6 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Digital Banking Support Representative
Climate First Bank
Role Description We’re seeking a Digital Banking Support Representative to be on the front lines of delivering exceptional support, serving as the first point of contact for digital banking clients and resolving Tier 1 inquiries with speed and care. You’ll assist customers through online banking tools, troubleshoot access issues, and support a seamless digital onboarding experience. You’ll collaborate across teams, manage inbound and outbound communications, and contribute to deposit growth while stepping in to assist with new account openings when needed. Success in this role means bringing energy to every interaction, driving digital adoption, and delivering a standout client experience that meets key performance and satisfaction goals. Qualifications - Progressive experience in a client centric, high-volume role, ideally in a remote environment. - Proven, consistent achievement of business growth goals and financial targets. - Strong overall business acumen and an understanding of consultative sales. Requirements - Respond to Tier 1 inbound calls and emails for online banking access, login assistance, digital application issues, and general account inquiries. - Provide Tier 1 technical support and basic troubleshooting for mobile and online banking platforms. - Deliver timely, solution-oriented customer service across inbound and outbound interactions to ensure a seamless digital experience. - Identify cross-sell opportunities and conduct outbound calls to support deposit growth and non-interest income. - Assist with overflow requests to open new consumer deposit accounts and establish customer profiles. - Support marketing campaigns and digital banking initiatives, driving adoption and customer engagement. - Maintain accurate documentation of customer interactions and call records within the CRM system. - Verify submitted information during digital onboarding to ensure compliance with bank policies and guidelines. - Monitor and achieve performance metrics including First Call Resolution, Customer Satisfaction, and Cross-Sell Conversion Rate. - Adopt a commitment to environmental, social, economic, and racial justice. - Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training. - Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations. - Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity. Benefits - Comprehensive, people-first benefits package that supports your health, finances, and work-life balance. - 100% employer-paid health coverage for employees; employer contribution for dependents. - Medical, Dental & Vision Insurance. - Health Savings Account (HSA). - Free Telemedicine access via Teladoc. - 401(k) with 6% Employer Match — No Vesting Period. - Employee Stock Options. - Exclusive Employee Banking Perks. - Generous Paid Time Off: 2–4 Weeks of Vacation based on officer level plus additional tenure-based time. - 64 Hours of Paid Sick Time for all full-time employees. - Company-Paid Life Insurance. - Short- & Long-Term Disability Insurance. - Voluntary Life, Accident & Critical Illness Coverage. - Employee Assistance Program (EAP) with free counseling, legal, and financial services. Work Environment - Remote role within the United States; Eastern Standard Hours. - Occasional U.S. travel for company events. - Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance. - Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs.
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