Customer Support Specialist (Digital Banking)

Responsibilities

• Serve as a frontline point of contact for customers via phone and email, handling inbound inquiries related to checking and deposit accounts.
• Support customers with day-to-day account questions, including balances, transactions, interest accrual, statements, ACH activity, debit card usage, and account access.
• Follow documented procedures to resolve standard customer issues, escalating more complex cases to senior Operations or Compliance teams as needed.
• Assist with Reg E–related customer inquiries, including dispute intake, basic status updates, and customer communications, under guidance from Operations and Compliance.
• Accurately document all customer interactions and actions taken in Zendesk or equivalent ticketing systems.
• Meet defined response time and quality standards for customer communications.
• Identify potential fraud or risk signals during customer interactions and escalate according to internal guidelines.
• Collaborate with internal teams by providing clear, complete case notes and supporting information when issues are handed off.

Qualifications

• 2+ years of experience in customer support or operations supporting U.S. consumer banking products, such as checking accounts, debit cards, credit cards, or similar financial products.
• Experience handling phone and email support in a regulated financial services environment.
• Working knowledge of:
• ACH deposits and withdrawals
• Debit card transactions
• Pending vs. posted transactions
• Basic holds and posting timelines
• Monthly statements.
• Strong verbal and written communication skills, with the ability to explain account activity clearly and empathetically to customers.
• Solid attention to detail and ability to follow procedures accurately in a financial services context.
• Experience using customer support tools such as Zendesk (or similar), email, and internal knowledge bases.
• Comfort working within workflows, scripts, and escalation paths.
• Ability to work U.S.…