Digital Support Specialist

About Nymbus

Nymbus empowers banks and global financial services organizations to transform their capabilities and drive value in today's digital marketplace. We believe in fostering excitement and confidence in the innovation journey, aiming to delight partners with the possibilities we create together and the lasting impact on the industry and consumers.

Work Environment

This is a remote-first position, offering flexibility. Occasional travel to client sites or meetings may be required.

Position Summary: Digital Support Specialist

The Digital Support Specialist provides a multi-faceted approach to supporting Nymbus Launch clients. This role involves monitoring, reviewing, and approving customer applications submitted through our retail account onboarding platforms. You will leverage strong decision-making abilities, mitigate risk, and ensure adherence to Service Level Agreements. This position also involves managing incoming customer phone calls and digital communications, resolving issues, performing account maintenance, and providing a seamless one-touch resolution experience.

Essential Job Functions/Responsibilities

• Efficiently handle inbound calls, secure messages, and other communications from digital bank clients.
• Accurately manage communication for new digital bank customers during the account onboarding process.
• Resolve customer issues and answer questions, anticipating client needs for first-contact resolution.
• Proactively report system problems and identify client-impacting situations.
• Utilize multiple systems to investigate, troubleshoot, and resolve client tickets and inquiries.
• Actively participate in testing bank environments and validating data for new code and enhancements.
• Monitor Digital Bank applications and make decisions based on structured onboarding procedures, adhering to regulations and policies.
• Complete transactions with accuracy, following guidelines and exercising independent judgment.
• Engage in continuous professional development through training and self-improvement initiatives.
• Actively participate in coaching and feedback sessions to achieve performance goals.
• Proactively seek opportunities for job training on processes and procedures.
• Perform other related duties as assigned.

Qualifications

• Associate's Degree or equivalent experience in a related field.
• 2+ years of relevant experience in the financial industry.
• Significant Call Center experience OR experience in a customer service role at a Bank or Credit Union (e.g., Bank Teller).
• Working knowledge of computer hardware, software systems, and diagnostic utilities.
• Expert verbal and written communication and documentation skills.
• Strong technical training aptitude and a detail-oriented approach.
• Exceptional interpersonal and client engagement skills.
• Proven analytical, strong attention to detail, and problem-solving skills.
• Ability to prioritize work effectively to meet deadlines.
• Flexibility to work varied schedules, including evenings, weekends, and holidays.

Salary & Benefits

• Hourly Pay: $23.00 per hour (premium for bilingual English/Spanish candidates).
• Bonus: Annual Cash Bonus and Equity Options based on role level and experience.
• Work Arrangement: Fully Remote.
• Retirement: 401(k) plan.
• Insurance: Health, Dental, and Vision.
• Time Off: Paid Time Off.