Online Banking Support Specialist I

Dime Commercial Bank; Hauppauge (NY); On-site; USD 43,000 - 50,000; Full time

Job summary

Dime Commercial Bank in Hauppauge, NY is hiring an Online Banking Support Specialist I for its Call Center to assist personal and business customers with digital banking services.

You will handle login issues, MFA, Zelle enrollment, and educate customers on security best practices while collaborating with internal teams to resolve complex issues. This role requires clear communication in a fast-paced environment.

Qualifications

• High school diploma or equivalent; associate or bachelor's preferred.
• Minimum 1 year of call center or customer support experience.
• Banking or financial services experience preferred.
• Familiarity with online banking, mobile apps, and Zelle.
• Ability to troubleshoot tech issues and guide customers.
• Strong communication and active listening skills.
• Ability to handle multiple inquiries in a fast-paced environment.
• Knowledge of digital banking security and compliance.

Responsibilities

• Provide expert online banking assistance for personal and business customers.
• Troubleshoot login, password resets, MFA issues.
• Support Zelle enrollment and transactions.
• Educate customers on digital features and security best practices.
• Handle escalated cases requiring advanced tech knowledge.
• Collaborate with internal teams to resolve issues.
• Maintain documentation of interactions and resolutions.

Skills

Customer support

Banking knowledge

Zelle knowledge

Troubleshooting

Communication

Multitasking

Education

High school diploma

Associate or Bachelor's preferred

Job description

Description

Summary: Dime Commercial Bank (Dime) is currently hiring for an Online Banking Support Specialist I for its Call Center. The Online Banking Support Specialist I will serve as a dedicated resource for handling all inquiries related to online banking services for both personal and business customers. This role is designed to enhance customer experience by providing specialized support for digital banking platforms, including login assistance, troubleshooting, and Zelle-related inquiries.

Salary commensurate with experience, ranging from $43,000 to $50,000 annually. The exact compensation may vary based on relevant experience, skills, education, training, licensure and certifications, and location.

Responsibilities

• Provide expert-level assistance for online banking platforms (personal and business).
• Troubleshoot login issues, password resets, and multi-factor authentication problems.
• Support customers with Zelle enrollment, transactions, and error resolution.
• Educate customers on digital banking features and security best practices.
• Handle escalated cases requiring advanced technical knowledge.
• Collaborate with internal teams to resolve complex issues and improve processes.
• Maintain accurate documentation of customer interactions and resolutions.

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Minimum 1 year experience in a call center or customer support environment.
• Prior experience in banking or financial services strongly preferred.
• Familiarity with online banking systems, mobile apps, and digital payment platforms (including Zelle).
• Ability to troubleshoot technical issues and guide customers through digital processes.
• Strong communication and active listening skills.
• Excellent problem-solving and critical thinking abilities.
• Ability to work in a fast-paced environment and manage multiple inquiries efficiently.
• Knowledge of compliance and security protocols related to digital banking.
• Flexibility to work varying shifts as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.