Digital Banking Support Representative – Part-Time

Job Description:

  • Respond to Tier 1 inbound calls and emails regarding online banking access, login assistance, digital application issues and general account inquiries
  • Provide Tier 1 technical support and basic troubleshooting for mobile and online banking platforms
  • Deliver timely, solution-oriented customer service through inbound and outbound interactions
  • Identify cross-sell opportunities and conduct outbound calls to support deposit growth and non-interest income
  • Assist with overflow requests to open new consumer deposit accounts and establish customer profiles
  • Support marketing campaigns and digital banking initiatives to drive adoption and customer engagement
  • Maintain accurate documentation of customer interactions and call records in the CRM system
  • Verify submitted information during digital onboarding for compliance with bank policies and guidelines
  • Monitor and achieve First Call Resolution, Customer Satisfaction and Cross-Sell Conversion Rate metrics
  • Promote the Bank’s mission and values through community engagement and advocacy for clean energy solutions
  • Stay informed about regulatory requirements and complete mandatory compliance and IT training
  • Question suspicious activity and collaborate with relevant departments to help prevent fraud
  • Participate in the Topgrading hiring process, including conversations with team members

Requirements:

  • Progressive or comprehensive experience in a client-centric, high-volume role, ideally in a remote environment
  • Proven, consistent achievement of business growth goals and financial targets
  • Ability to work independently under limited direction and supervision
  • Independent judgment, high accuracy and attention to detail
  • Strong time management and organizational skills
  • Confident, precise and professional communication skills
  • Strong relationship-building, influencing and decision-making skills
  • Strong knowledge of financial products, services, applicable regulations and laws, or willingness to pursue education promptly
  • Overall business acumen and understanding of consultative sales
  • Ability to learn new tools quickly and leverage technology for efficiency
  • Commitment to environmental, social, economic and racial justice
  • Ability to complete mandatory compliance and IT training
  • Ability to understand and follow bank policies, procedures and regulations
  • Must be a non-smoker or affirm commitment to cessation within 90 days of offer acceptance
  • Valid U.S. work authorization; the employer does not offer visa sponsorship
  • Availability during Eastern Standard Hours
  • Ability to sustain standing and sitting, communicate frequently, use a PC and type, maintain monitor attention, and occasionally lift up to 20 lbs
  • Ability to complete cognitive and personality assessments, credit and background checks, and reference checks during the hiring process

Benefits:

  • Annual bonus, incentives and equity may be available
  • 100% employer-paid medical, dental and vision insurance for employees
  • Employer contribution for dependents
  • Health Savings Account (HSA)
  • Free telemedicine access via Teladoc
  • 401(k) with 6% employer match and no vesting period
  • Employee stock options
  • Exclusive employee banking perks
  • 0% financing for employee solar loans
  • Employee-only mortgage product with exclusive interest rates and terms
  • 0% financing for eligible electric vehicles (EVs)
  • Referral incentives
  • 2–4 weeks of vacation based on officer level plus additional tenure-based time
  • 64 hours of paid sick time for all full-time employees
  • Company-paid life insurance
  • Short- and long-term disability insurance
  • Voluntary life, accident and critical illness coverage
  • Employee Assistance Program (EAP) with free counseling, legal and financial services
  • Occasional U.S. travel for company events
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