Online Banking Support Specialist I

Responsibilities:

• Provide expert-level assistance for online banking platforms (personal and business).
• Troubleshoot login issues, password resets, and multi-factor authentication problems.
• Support customers with Zelle enrollment, transactions, and error resolution.
• Educate customers on digital banking features and security best practices.
• Handle escalated cases requiring advanced technical knowledge.
• Collaborate with internal teams to resolve complex issues and improve processes.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications:

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Minimum 1 year experience in a call center or customer support environment.
• Prior experience in banking or financial services strongly preferred.
• Familiarity with online banking systems, mobile apps, and digital payment platforms (including Zelle).
• Ability to troubleshoot technical issues and guide customers through digital processes.
• Strong communication and active listening skills.
• Excellent problem-solving and critical thinking abilities.
• Ability to work in a fast-paced environment and manage multiple inquiries efficiently.
• Knowledge of compliance and security protocols related to digital banking.
• Flexibility to work varying shifts as needed.