Digital Banking Support Representative - Remote

Digital Banking Support Representative

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 help customers navigate online banking tools, troubleshoot access issues, and support a seamless digital onboarding experience.

• 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.
• Promote the Bank's mission and values through community engagement and advocacy for clean energy solutions.

• 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.

• Progressive experience in a client‑centric, high‑volume role, ideally in a remote environment.
• Comprehensive experience in a client‑centric, high‑volume role, ideally in a remote environment.
• Proven, consistent achievement of business growth goals and financial targets.

• Entrepreneurial self‑starter who takes charge of work, exhibits independent judgement, and delivers measurable results.
• Organizational and efficiency focus; masters note‑taking, checklist use, and time management.
• Master communicator with confidence, precision, professionalism, and influencing skills.
• Tech‑forward and analytical thinker who learns new tools quickly and leverages technology for efficiencies.
• Team player who lifts others, shares ideas, and contributes to the big picture.

• Highly educated in financial products and services, applicable regulations and laws, or willingness to pursue education promptly.
• Strong overall business acumen and understanding of consultative sales.

• Remote role within the United States;
  Eastern Standard Hours.
• Occasional U.S. travel for company events.
• Tobacco‑free employer; all employees must affirm no smoking or commit to cessation within 90 days.
• Standard duties include sustained standing/sitting, frequent communication, use of PC, occasional lifting up to 20 lbs.

• Base salary with eligibility for annual bonus, incentives, and equity based on industry ranges and experience.
• Health coverage: 100% employer‑paid for employees; employer contribution for dependents.
• 401(k) with 6% employer match, no vesting period.
• Employee stock options and 0% financing for employee solar loans.
• Employee‑only mortgage product with exclusive rates.
• 0% financing for eligible electric vehicles.
• Referral incentives.
• Generous paid time off: 2–4 weeks of vacation (level based), 64 hours of paid sick time.
• Company‑paid life insurance, short‑ and long‑term disability, voluntary life/accident/critical illness coverage.
• Employee assistance program with counseling, legal, and…