Digital Support Business Banking Specialist

Nymbus: Innovating Banking Together

Nymbus empowers banks and financial services organizations to innovate and thrive in the digital age. We believe in fostering excitement and confidence in the innovation journey, bringing delight back to banking.

WORK ENVIRONMENT

We are a remote-first company. This role is primarily remote, with occasional requirements to visit client sites or attend meetings at designated locations.

POSITION SUMMARY

The Digital Support Business Banking Specialist is the front-line support for Nymbus' Launch clients, assisting both consumer and business banking customers. Operating in a high-volume, fast-paced Contact Center, this role delivers exceptional service via phone, secure messages, chats, and other digital channels.

Beyond retail customer support, you'll assist small business and commercial clients with digital banking access, account servicing, and general inquiries. Responsibilities include reviewing and processing customer onboarding applications, ensuring compliance with policies, procedures, and Service Level Agreements. This role demands strong decision-making, attention to detail, and a commitment to first-contact resolution. Schedule flexibility is essential for our 7-day-a-week Contact Center operations.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES

Contact Center & Customer Support

• Excel in a high-volume, production-driven Digital Call Center.
• Respond to inbound calls, secure messages, chats, and other customer communications.
• Deliver prompt, accurate, and professional service for a seamless customer experience.
• Achieve first-contact resolution whenever possible.
• Perform account maintenance and servicing for personal and business accounts.
• Escalate complex or high-risk issues appropriately.

Business Banking Support

• Assist small business and commercial customers with:
  • Online and mobile banking access
  • User access and password resets
  • Basic ACH and wire inquiries
  • Account balances and transaction research
  • General business deposit account servicing
• Support business account onboarding by reviewing applications and documentation per policy and regulatory requirements.
• Ensure compliance with KYC, CIP, and BSA/AML guidelines for business customer information.

Risk, Compliance & Accuracy

• Monitor and decision retail and business digital bank applications based on structured onboarding procedures.
• Complete transactions accurately within established guidelines and SLAs.
• Mitigate operational and fraud risk through sound judgment and discretion.
• Proactively identify and report system or client-impacting issues.

Technical & Operational Support

• Utilize multiple systems to troubleshoot and resolve customer inquiries.
• Document interactions clearly and accurately.
• Participate in testing and validation of banking environments and system enhancements.

Professional Development

• Engage in coaching and feedback sessions.
• Participate in ongoing training for product, systems, and customer service skills.
• Proactively seek process and service delivery improvements.
• Perform other related duties as assigned.

QUALIFICATIONS

• Associate's Degree or equivalent experience in a related field.
• 2 years of experience in a financial institution, call center, or customer service role.
• Experience supporting consumer and small business banking customers is preferred.
• Working knowledge of deposit accounts and basic business banking products.
• Familiarity with KYC/CIP and banking compliance requirements is preferred.
• Strong verbal and written communication skills.
• Ability to multitask effectively across multiple systems.
• Strong attention to detail and problem-solving skills.
• Ability to prioritize and meet performance and SLA expectations.
• Flexibility to work varied schedules, including evenings, weekends, and holidays.

SALARY & BENEFITS

• Hourly pay: $23.00 (premium for bilingual English/Spanish candidates).
• Annual Cash Bonus and Equity Options.
• Fully Remote.
• 401(k) plan.
• Health, Dental, and Vision Insurance.
• Paid Time Off.

Ready to innovate with us? Watch our video to learn more about Nymbus! Let's Go!