Digital Support Specialist

CNB Bank; Carlsbad (NM); On-site; USD 28,000 - 37,000; Full time

Job summary

CNB Bank in Carlsbad, NM is hiring a Digital Support Specialist to manage inbound customer interactions and support online banking access. The role emphasizes active listening, accurate information routing, and collaboration with multiple departments to resolve issues.

Responsibilities include assisting with online banking setup, password resets, and troubleshooting, while monitoring call flow and ensuring secure information handling in a fast-paced environment.

Qualifications

• Minimum high school diploma or equivalent.
• Bilingual a plus but not required.
• Strong oral, written, and analytical skills.
• Must have organizational skills.

Responsibilities

• Receive inbound calls, assess needs, and route to the correct department.
• Validate authority to release information to mitigate fraud.
• Assist with online banking access, registration, and password resets.
• Troubleshoot online and mobile banking issues.
• Support Branch and Teller staff as needed.
• Monitor call volumes and report persistent issues.

Skills

Customer service

Active listening

Basic computer skills

Communication skills

Education

High school diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Digital Support Specialist

Full-Time In Person Carlsbad, NM, US

2 days ago Requisition ID: 1115

Salary Range: $20.00 To $27.00 Hourly

TITLE:Digital Support Specialist

DEPARTMENT: Operations

REPORTS TO:Vice President Operations Manager

SUMMARY:Digital Support Specialists interact with bank customers primarily through inbound calls. Familiarity with the bank's core system is critical. Must be able to actively listen to customer requests, ask questions to clarify needs, and connect the customer to the appropriate department.

Online Banking Support

• Receive inbound calls from bank customers, assess customer needs, and route to the appropriate bank department
• Validate Customer Authority to release information to mitigate fraud
• Assist with business and consumer online access and registration.
• Set up and reset passwords and PINs
• Troubleshoot online and mobile banking issues
• Complete basic customer requests
• Identify and report suspected fraud
• Assist with completing general account maintenance, online banking agreements, and enforcing transaction limits
• Assist customers with Bill Pay and P2P.
• Partners with other bank departments to ensure online banking access is closed in the event of account closures, ownership changes, and deceased customers.
• Monitor support call volumes and type through phone banking system.
• Identifies and report persistent system issues
• Be well-versed in all CSI Inquiry functions
• Support with LinkLive (OLB customer chat)
• Support Remote Deposit Capture
• Review user account reports and remove old/expired users
• Download and print monthly Digital Banking reports
• Understand the Bank’s product offerings and departmental functions
• Support Branch and Teller staff as needed
• Other job support as needed

EDUCATION & EXPERIENCE

Minimum high school diploma or equivalent

LANGUAGE SKILLS

Bilingual a plus but not required

SUPERVISORY RESPONSIBILITIES

None

PHYSICAL DEMANDS

Light Work: Exerting up to 10 pounds of force, or lifting of 50 pounds, occasionally (Occasionally:

Activity or condition exists up to 1/3 of the time). Requires walking or standing to a significant degree, or requires sitting most of the time but entails pushing and/or pulling of arm or leg controls.

SCHEDULE CONSIDERATION

Possible Working Days/Hours

• M-F 8:00 – 5:00
• Overtime as required or requested

OTHER SKILLS

• Basic computer skills, including working knowledge of the Windows operating environment and Microsoft Office basics.
• Must be able to make independent decisions
• Must have strong oral, written, and analytical skills.
• Must have organizational skills