Digital Banking Support Specialist

Northwest-Community-Bank; Avon (CT); On-site; USD 32,000 - 42,000; Full time

Job summary

Northwest-Community-Bank in Avon, CT seeks a Customer Care Representative to serve as the primary contact for customers, handling inbound and outbound calls, account servicing, digital banking support, and debit card services while ensuring compliance with bank policies and security standards.

The role emphasizes accurate documentation, problem resolution, and guiding customers to the right banking specialists, with opportunities to grow within a customer-focused environment.

Qualifications

• High school diploma or equivalent is required; an Associate’s degree is preferred.
• 1-2 years of customer service, banking, financial services, or call center experience.
• Strong interpersonal, communication, and problem-solving skills.
• Ability to work in a fast-paced environment handling multiple priorities.
• Proficiency with Microsoft Office and customer service technology platforms.

Responsibilities

• Answer customer calls professionally and efficiently while providing accurate information and timely resolution of inquiries.
• Authenticate customer identity in accordance with bank security standards and privacy requirements.
• Assist customers with account information, transaction research, maintenance requests, stop payments, debit card servicing, and address changes.
• Provide support for online and mobile banking platforms, including password resets and access troubleshooting.
• Research, investigate, and resolve customer concerns, complaints, and service issues.
• Educate customers on deposit products, lending solutions, digital services, and other bank offerings.
• Accurately document customer interactions and service requests within bank systems.
• Achieve service quality, productivity, and customer satisfaction goals.
• Identify referral opportunities and connect customers with appropriate banking specialists.
• Remain current on bank products, procedures, regulatory requirements, and service standards.

Skills

Customer Service Excellence

Telephone & Contact Center Operations

Digital Banking Support

Problem Solving & Conflict Resolution

Banking Products & Services

Written & Verbal Communication

Customer Relationship Management

Regulatory Compliance

Attention to Detail

Time Management & Multitasking

Education

High school diploma or equivalent

Associate’s degree

Tools

Microsoft Office

Job description

Northwest-Community-Bank in Avon, CT seeks a Customer Care Representative to serve as the primary contact for customers, handling inbound and outbound calls, account servicing, digital banking support, and debit card services while ensuring compliance with bank policies and security standards.

The role emphasizes accurate documentation, problem resolution, and guiding customers to the right banking specialists, with opportunities to grow within a customer-focused environment.