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Roles
Compensation
USD 23
Hourly pay: $23.00 (premium for bilingual English/Spanish). Annual cash bonus and equity options. Fully remote. 401(k) plan, health/dental/vision insurance, time off.
- Salary period
- hourly
- Location basis
- United States (Jacksonville listed; fully remote role)
- Equity
- Equity options mentioned; commensurate with role level and experience.
- Bonus
- Annual Cash Bonus.
Benefits
- Annual Cash Bonus and Equity Options (commensurate with role level and experience).
- 401(k) plan.
- Health, Dental, and Vision insurance.
- Time Off.
Tech stack
Required
Location
Jacksonville, Jacksonville, Florida, United States
Work setup
- Employment
- full-time
- Level
- Mid-level
- Remote policy
- Fully Remote / remote first company. Role is remote; you may be required at times to visit client sites or attend meetings at designated locations. Schedule flexibility required for a 7-day contact center.
- Remote scope
- worldwide
- Travel
- May be required at times to visit client sites or attend meetings at designated locations.
Role details
Responsibilities
- 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; listen to and anticipate clients' needs to completely and accurately resolve issues on first contact, reporting problems in systems and identifying client impacting situations proactively.
- 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 verify new code and enhancements are fully vetted.
- Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies.
- Complete transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement.
- Develop oneself professionally through training, self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills.
- Actively participate in coaching and feedback sessions by setting goals and achieving results.
- Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions.
- Perform all other related duties as required or assigned.
Requirements
- 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 (Bank Teller, etc.).
- Working knowledge of computer hardware and software systems, and diagnostic utilities.
- Expert communication and documentation skills, both verbal as well as written.
- Strong technical training skills and detail oriented.
- Exceptional interpersonal and client engagement skills.
- Proven analytical, strong attention to detail and problem-solving skills.
- Ability to prioritize work to meet deadlines.
- Flexibility to work varied schedules, including evenings, weekends, and holidays as required.
Application
Please mention the word VIRTUE and tag RODguMTk4Ljk5LjE0Mw== when applying to show you read the job post completely (#RODguMTk4Ljk5LjE0Mw==).
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- ats
Company context
To help banks and global financial services organizations transform their capabilities and drive value in today's digital marketplace; bring delight back into the banking process.
- Product
- Nymbus Launch (retail account onboarding and digital banking support for banks and global financial services organizations)
- Industry
- Financial services
Description
Nymbus helps banks and global financial services organizations transform their capabilities and drive value in today's digital marketplace. Nymbus is a remote-first company. POSITION SUMMARY: The Digital Support Specialist supplies a multi-faceted approach to providing support for Launch clients. Responsibilities include monitoring, reviewing and approving customer applications submitted through retail account onboarding platforms; mitigating risk; ensuring Service Level Agreements are met; fielding inbound customer phone calls and digital communications. The role solves customer issues, performs account maintenance requests, and supports a seamless one-touch resolution. The schedule is flexible to meet the needs of a 7-day contact center. ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: Answer inbound calls and secure messages; manage communications for new digital bank customers related to onboarding; solve problems and resolve issues on first contact; investigate/troubleshoot/resolve client tickets and inquiries; participate in testing of bank environments and validation of data for code/enhancements; monitor digital bank applications and decisions based on structured onboarding procedures; complete transactions accurately within policies and procedures using discretion; participate in training and self-improvement; participate in coaching and feedback sessions; support daily process/procedure training and other assigned duties.
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