Digital Banking Chat Support Specialist

Socket.dev; Cross Lanes (WV); On-site; USD 32,000 - 46,000; Full time

Job summary

City National Bank seeks a digital chat support team member to provide personal, helpful service to customers in the bank's chat channel. You will resolve account questions and service requests while maintaining speed, accuracy, security, and professionalism in written interactions.

You will verify customer identity, perform account maintenance, assist with online and mobile banking, and coordinate with other parts of the bank as needed.

Qualifications

• High school diploma or equivalent.
• Experience in customer service, banking, call center, or digital support is a plus.
• Strong written communication and problem-solving abilities.

Responsibilities

• Respond to customer inquiries via digital chat in a timely, personal, and helpful manner.
• Research and resolve routine and more complex questions and service issues.
• Verify customer identity and protect information using security procedures.
• Complete account maintenance using bank systems.
• Assist customers with online and mobile banking, debit cards, and online account opening.
• Navigate multiple systems while maintaining active conversations.
• Communicate clearly in writing and document information for resolution and audit purposes.
• Identify potential fraud or unusual activity and report it accordingly.
• Coordinate with other bank areas when issues cannot be resolved in chat.
• Escalate to management when needed and maintain knowledge of bank products and procedures.

Skills

Customer service

Written communication

Problem solving

Multi-system navigation

Attention to detail

Flexible schedule

Education

High school diploma

Tools

Banking systems

Job description

City National Bank seeks a digital chat support team member to provide personal, helpful service to customers in the bank's chat channel. You will resolve account questions and service requests while maintaining speed, accuracy, security, and professionalism in written interactions.

You will verify customer identity, perform account maintenance, assist with online and mobile banking, and coordinate with other parts of the bank as needed.