Digital Client Specialist

ABOUT US

Here at MVB, our company culture defines the environment in which Team Members thrive. Our culture impacts a wide range of elements, including our purpose, values, expectations and goals that support growth and engagement – it is the secret sauce of our organization!

Our values live at the core of all that we do – Trust, Commitment, Teamwork, Adaptive, Respect, Love and Caring are our foundation for success.

MVB Financial Corp. (“MVB Financial” or “MVB”), the innovative financial holding company of MVB Bank, Inc., is publicly traded on The Nasdaq Capital Market® under the ticker “MVBF.” Through its subsidiary, MVB Bank, Inc., (“MVB Bank”) and the bank’s subsidiaries, MVB provides services to individuals and corporate clients in the Mid-Atlantic region, as well as to Fintech, Payment and Gaming clients throughout the United States. For more information about MVB, please visit www.mvbbanking.com.

 This role can be based remotely.

Candidates must reside in one of the following states: West Virginia, Virginia, Texas, Florida, Ohio, Pennsylvania, Maryland, Washington D.C., New York, New Jersey, Arizona, North Carolina, Georgia, or South Dakota. 

ABOUT THE ROLE

As a Digital Client Specialist, your primary responsibility is to make clients feel welcome and to establish relationships by providing extraordinary client experience with every interaction. This role handles inbound service, outbound client engagement, ITM transactions, and digital channel support.

The Digital Client Specialist takes a proactive approach to client relationships—managing an assigned portfolio, conducting outbound calls for retention and cross-selling, and generating referrals to other lines of business. Team members are expected to embrace change, demonstrate a disciplined approach to sales and relationship building, and continuously develop their skills.

WHAT YOU’LL DO

Client Service & Digital Support

• Handle inbound calls, resolving client inquiries with a focus on first call resolution.
• Process ITM transactions accurately, using interactions to identify client needs.
• Identify opportunities during client interactions to deepen relationships and grow the client's connection to MVB.
• Process client service requests and account maintenance accurately and efficiently.
• Support online banking inquiries including password resets, unlocks, and general troubleshooting.
• Support clients through digital channels.
• Escalate complex situations as needed.

Account Onboarding & Fulfillment

• Open new consumer accounts and services.
• Guide new clients through onboarding, ensuring successful adoption of digital tools and services.
• Complete fulfillment tasks including document processing and account maintenance.

Portfolio Management & Outbound Engagement

• Manage assigned client portfolio with proactive outreach and follow-up.
• Conduct outbound calls for retention, cross-selling, and relationship building.
• Support retention efforts through proactive outreach.
• Identify client needs and recommend appropriate solutions.
• Generate referrals to mortgage, business banking, treasury management, and other lines of business.
• Document all client interactions and follow-ups in CRM.

Compliance & Quality

• Adhere to all Bank policies, procedures, and regulatory requirements, including BSA/AML.
• Maintain confidentiality of client information.
• Participate in training and coaching to continuously develop skills.

Embrace change and continuous improvement as the CEC evolves

EDUCATION & WORK EXPERIENCE

• High school diploma or equivalent required; Associate degree preferred.
• 1+ years of experience in a financial institution, call center, or client service environment preferred.
• Basic knowledge of banking products and services preferred; training provided.
• Strong verbal communication and active listening skills.
• Ability to identify client needs and recommend solutions.
• Demonstrates a disciplined approach to sales and relationship building.
• Comfortable with technology and ability to learn new systems quickly.
• Proficiency in MS Office Suite and contact center systems.
• Attention to detail and reliability.
• Ability to work independently in a remote environment.

BENEFITS AT MVB

MVB Financial Corp., (“MVB”) offers an excellent selection of benefits for regular, part-time and full-time Team Members, including:

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Education & Tuition Expense Reimbursement
• PTO and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage

#LI-Remote

We encourage you to submit an application even if you haven’t performed every job duty listed above, as your skills may be transferrable. MVB is looking for ambitious individuals with related knowledge, understanding and abilities who are willing to learn and grow. What we care about most is allowing you to develop and, in return, you help us become a stronger, more diverse and well-rounded organization.