Digital Support Specialist

MCBank; Bayou Vista (LA); Vor Ort; USD 32.000 - 52.000; Vollzeit

Zusammenfassung

MC Bank is seeking a Digital Support Specialist to handle customer calls, address inquiries, and support electronic and mobile banking services. The role emphasizes clear communication, patient assistance, and documenting every interaction.

You will assist with debit cards, fraud detection, and future electronic service implementations while maintaining accurate records and collaborating with internal teams.

Qualifikationen

• High school diploma or equivalent required.
• Banking experience preferred but not required.
• Strong communication and active listening skills are essential.

Aufgaben

• Answer inbound and outbound calls, address questions or concerns.
• De-escalate dissatisfied customers with patient assistance.
• Guide callers through troubleshooting and using electronic banking services.
• Assist with debit cards, fraud detection, and related services.
• Maintain logs and process documents for department records.
• Coordinate with vendors as needed to resolve issues.

Kenntnisse

Strong communication

Active listening

Interpersonal skills

Empathy

Time management

Adaptability

Phone skills

Troubleshooting

Computer literacy

Product knowledge

Customer service experience

Ausbildung

High school diploma

Tools

eFax

CRM systems

Jobbeschreibung

A Digital Support Specialist takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customer needs or issues and providing helpful solution to their problems.

Specific Job Functions:

• Assist M C Bank customers and employees with all electronic banking services; including but not limited to internet banking, bill pay, internet transfers, ACH Origination and verify ACH transfers.
• Assist M C Bank customers and employees with all mobile banking services; including but not limited to mobile banking, bill pay, mobile transfers, P2P Payments and mobile capture.
• Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide callers through troubleshooting, navigating the company site or using the products and services.
• Communicate with vendors as needed to resolve issues.
• Maintain logs as needed for the proper documentation of the department.
• Assist in all functions related to debit cards including maintenance, issuance, and customer service requests.
• Assist in fraud detection and prevention with all electronic services including debit cards.
• Assist in the implementation of future electronic services.
• Manage all faxes for the bank using eFax.
• Manage and process merchant capture.
• Prepare, organize and image various documents. Assure scanned copies of the documents are legible and indexed currently
• Any additional duties deemed necessary by M C Bank

Job Requirements:

• High school diploma or equivalent is required.
• Banking experience preferred but not required.

Additional skills:

• Strong communication, both written and verbal
• Great active listening skills
• Exceptional interpersonal and rapport building skills
• A patient and empathetic attitude
• Strong time management and organizational skills
• Adaptability and flexibility
• Comfortable working in fast-paced environments
• Troubleshooting skills, either basic or advanced, depending on the role and industry
• Computer literacy
• Phone skills, including familiarity with complex or multi-line phone systems
• In-depth knowledge of a company’s products and/or services
• Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area.
• Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

M C Bank is an Equal Opportunity / Aff? We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. All hiring decisions are based on qualifications, merit, and business needs