Digital Support Business Banking Specialist (Temporary)

Role Overview

This temporary opening lasts for three months, with the possibility of continuing with the company for high-performing team members if future permanent roles open up.

The position focuses on business banking support within a digital contact center setting. The company partners with banks and financial services organizations to help modernize digital banking experiences and deliver more value to customers.

The organization operates as a remote-first workplace. Most work is done remotely, although occasional visits to client locations or in-person meetings may be required.

What You’ll Do

You will serve as a front-line support specialist for consumer and business banking customers using phone, secure messaging, chat, and other digital channels. The role is fast-paced and high-volume, and it centers on providing accurate, professional, and timely service.

In addition to retail banking support, you will help small business and commercial customers with digital access, servicing requests, and general business banking questions. You will also review and process customer applications submitted through retail and business onboarding systems while following company policies, procedures, and service-level expectations.

This role calls for strong judgment, a detail-oriented approach, and a focus on resolving issues in a single interaction whenever possible. Because the contact center runs seven days a week, the schedule must remain flexible.

Key Responsibilities

• Work efficiently in a high-volume, production-focused digital call center environment.
• Handle inbound calls, secure messages, chats, and related customer communications from consumer and business banking clients.
• Deliver courteous, prompt, and accurate service to create a smooth customer experience.
• Resolve customer concerns at the first point of contact whenever possible.
• Carry out account servicing and maintenance tasks for personal and business accounts.
• Escalate complex, sensitive, or high-risk matters through the proper channels.
• Support small business and commercial banking customers with online and mobile banking access, credential resets, basic ACH and wire questions, balance inquiries, transaction research, and deposit account servicing.
• Review business account applications and supporting documents in line with policy and regulatory requirements.
• Apply KYC, CIP, and BSA/AML standards when evaluating business customer information.
• Monitor digital banking applications and make decisions based on structured onboarding processes.
• Process transactions accurately and within defined procedures and SLAs.
• Use sound judgment to reduce operational and fraud-related risk.
• Flag and communicate system issues or client-impacting problems as soon as they are noticed.
• Use multiple systems and tools to investigate and resolve customer issues.
• Record customer interactions clearly and accurately.
• Support testing and validation efforts for banking systems and enhancements when needed.
• Take part in coaching, feedback, and ongoing training sessions.
• Strengthen knowledge of products, systems, and service practices through continuous learning.
• Look for opportunities to improve processes and elevate service quality.
• Complete additional duties as assigned.

Requirements

• Associate’s degree or an equivalent level of related experience.
• At least 2 years of experience in a financial institution, call center, or customer service role.
• Prior exposure to consumer and small business banking support is preferred.
• Practical understanding of deposit accounts and basic business banking products.
• Working familiarity with KYC/CIP and banking compliance expectations is preferred.
• Clear verbal and written communication skills.
• Ability to manage multiple tasks across several systems at once.
• Strong accuracy, organization, and problem-solving ability.
• Capability to prioritize work and consistently meet performance and SLA targets.
• Willingness to work changing schedules, including evenings, weekends, and holidays.

Additional Information

This role is described as a business banking support position within a digital support team. It requires adaptability, attention to operational risk, and comfort working in a service environment where speed, quality, and compliance all matter.

The position is temporary and set for a three-month period. Outstanding performance may lead to consideration for a permanent opportunity when openings become available.