Digital Support Specialist

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Full-Time In Person Carlsbad, NM, US

2 days ago Requisition

Salary Range: $20.00 To $27.00 Hourly

TITLE:Digital Support Specialist

DEPARTMENT:
Operations

REPORTS TO:Vice President Operations Manager

SUMMARY:Digital Support Specialists interact with bank customers primarily through inbound calls. Familiarity with the bank's core system is critical. Must be able to actively listen to customer requests, ask questions to clarify needs, and connect the customer to the appropriate department.

Online Banking Support

• Receive inbound calls from bank customers, assess customer needs, and route to the appropriate bank department
• Validate Customer Authority to release information to mitigate fraud
• Assist with business and consumer online access and registration.
• Set up and reset passwords and PINs
• Troubleshoot online and mobile banking issues
• Complete basic customer requests
• Identify and report suspected fraud
• Assist with completing general account maintenance, online banking agreements, and enforcing transaction limits
• Assist customers with Bill Pay and P2P.
• Partners with other bank departments to ensure online banking access is closed in the event of account closures, ownership changes, and deceased customers.
• Monitor support call volumes and type through phone banking system.
• Identifies and report persistent system issues
• Be well-versed in all CSI Inquiry functions
• Support with Link Live (OLB customer chat)
• Support Remote Deposit Capture
• Review user account reports and remove old/expired users
• Download and print monthly Digital Banking reports
• Understand the Bank’s product offerings and departmental functions
• Support Branch and Teller staff as needed
• Other job support as needed

EDUCATION & EXPERIENCE

Minimum high school diploma or equivalent

LANGUAGE SKILLS

Bilingual a plus but not required

SUPERVISORY RESPONSIBILITIES

None

PHYSICAL DEMANDS

Light Work:
Exerting up to 10 pounds of force, or lifting of 50 pounds, occasionally (Occasionally:

Activity or condition exists up to 1/3 of the time). Requires walking or standing to a significant degree, or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls.

SCHEDULE CONSIDERATION

Possible Working Days/Hours

• M-F 8:00 – 5:00
• Overtime as required or requested

OTHER SKILLS

• Basic computer skills, including working knowledge of the Windows operating environment and Microsoft Office basics.
• Must be able to make independent decisions
• Must have strong oral, written, and analytical skills.
• Must have organizational skills