Digital Support Specialist

Nymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today's digital marketplace. At Nymbus, we're revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won't just be part of a tech revolution; you'll be at the forefront of it, driving innovation and delivering exceptional client experiences.

Nymbus is a high-growth fintech company, empowering banks and financial institutions to transform faster, compete smarter, and deliver greater value in today's digital marketplace. At Nymbus, we're revolutionizing banking technology. Our award-winning modern core platform and cloud-based solutions help financial institutions modernize, scale, and succeed. As part of our team, you won't just be part of a tech revolution; you'll be at the forefront of it, driving innovation and delivering exceptional client experiences.

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. In addition to supporting retail banking customers, this role assists small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries.

The Digital Support Specialist is responsible for reviewing and processing customer applications submitted through retail and business account onboarding platforms, ensuring compliance with established policies, procedures, and Service Level Agreements. 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.

• 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
• - General business deposit account servicing
• 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.

• 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.
• Strong…