Digital Support Specialist

About the Role

The team you will be joining is dedicated to delivering outstanding support, and your contributions will be vital to the company's continued success. With a strong focus on innovation and customer satisfaction, Nymbus is an exciting place to grow your career. As a remote-first company, you will have the flexibility to work from anywhere, collaborating with colleagues across different time zones.

What You Will Do

• Efficiently answer inbound calls, secure messages, and other communications from digital bank clients
• Accurately manage communication for new digital bank customers related to new account onboarding
• Solve problems and answer questions, listening to and anticipating clients' needs to completely and accurately resolve their issues on first contact
• Utilize numerous programs and systems to investigate, troubleshoot, and resolve client tickets and inquiries
• Actively participate in testing of bank environments, validation of data, and use of systems to adequately verify new code and enhancements
• Monitor Digital Bank applications and make decisions based on structured account onboarding procedures while adhering to respective regulations and policies
• Complete all transactions with accuracy and within guidelines, policies, or procedures, exercising discretion and independent judgment
• Develop yourself professionally by participating in training, engaging in self-improvement initiatives, and skill-building activities to enhance product knowledge, systems knowledge, sales, and client relations skills
• Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions

What We Are Looking For

• Associate's Degree or equivalent experience in a related field
• 2+ years of relevant experience in the financial industry
• Heavy Call Center experience or experience working within a Bank or Credit Union in a customer service role
• Working knowledge of computer hardware and software systems, and diagnostic utilities
• Expert communication and documentation skills, both verbal and written
• Strong technical training skills and attention to detail
• Exceptional interpersonal and client engagement skills
• Proven analytical, strategic thinking, and problem-solving skills

Nice to Have

• Experience with digital banking platforms and software
• Knowledge of regulatory requirements and industry standards
• Certification in customer service or a related field

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a innovative and growing company
• Flexible remote work arrangements
• Professional development and training opportunities
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment
• Recognition and reward programs for outstanding performance

• Be prepared to provide specific examples of times when you had to resolve complex customer issues, and how you approached the situation.
• Make sure to highlight your technical skills, such as proficiency in Excel and other software systems, as these will be essential for the role.
• Show enthusiasm for the company's mission and values, and demonstrate how your own goals and motivations align with those of Nymbus.
• Prepare to ask informed questions during the interview, such as what a typical day looks like in the role, or what opportunities there are for professional growth and development.
• Be ready to discuss your experience working in a fast-paced, dynamic environment, and how you handle stress and pressure.
• Consider creating a portfolio or examples of your work, such as case studies or customer feedback, to demonstrate your skills and expertise.