Digital Support Specialist

Join our team as a Digital Support Specialist, where you will provide exceptional front-line support to both consumer and business banking customers. In this fast-paced Contact Center environment, you will handle inbound calls, secure messages, chats, and other digital communication channels. You will assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries. Additionally, you will review and process customer applications, ensuring compliance with established policies and procedures. This is a fully remote position with a flexible schedule.

• Provide front-line support to both consumer and business banking customers for Launch clients through various 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 and procedures.

• This position 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
• Experience supporting consumer and/or small business banking customers preferred
• Familiarity with KYC/CIP and banking compliance requirements preferred
• Ability to multitask effectively in a multi-system environment
• Ability to prioritize and meet performance and SLA expectations
• Strong attention to detail and problem-solving skills
• 2+ years of experience in a financial institution, call center, or customer service role
• Flexibility to work varied schedules, including evenings, weekends, and holidays as required
• Working knowledge of deposit accounts and basic business banking products
• Associate’s Degree or equivalent experience in a related field
• Strong communication skills (verbal and written)
• As a condition of employment, this role requires the candidate to maintain a stable, high-speed internet connection. Minimum upload speeds of 100 Mbps are required and must be sustained throughout employment