Digital Support Specialist

WORK ENVIRONMENT:
We are a remote first company. This role, as most of our positions, is remote. You may be
required at times to visit client sites or attend meetings at designated locations.

POSITION SUMMARY:
The Digital Support Specialist supplies a multi-faceted approach to providing support for our
Launch clients. Digital Support Specialists will be responsible for monitoring, reviewing and
approving customer applications submitted through our retail account onboarding platforms. A
Digital Support Specialist will demonstrate good decision making abilities, mitigate risk and
ensure contractual Service Level Agreements are adhered to. This role also serves a part of the
Digital Support Team by fielding all incoming customer phone calls and various forms of digital
communication from Nymbus Launch clients. This position is responsible for solving customer
issues, performing various account maintenance requests and providing additional support as
necessary to create a seamless one touch resolution for each customer. This role also requires a
high level of dedication to providing excellent customer service both over the phone and through
various digital channels. This position requires schedule flexibility in order to meet the
Company’s scheduling demands of a 24/7/365 Contact Center.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:
• Efficiently answer inbound calls, secure messages and other communications from digital
bank clients.
• Accurately manage communication for new digital bank customers related to new
account onboarding.
• Solve problems and answer questions; listen to and anticipate clients’ needs in order to
completely and accurately resolve their issue on first contact, reporting problems in
systems and identifying client impacting situations proactively

• Utilize numerous programs and systems to investigate, troubleshoot and resolve client
tickets and inquiries.
• Actively participate in testing of bank environments, validation of data and use of
systems to adequately verify new code and enhancements are fully vetted.
• Monitor Digital Bank applications and decision based on structured account onboarding
procedures while adhering to respective regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies or procedures,
exercising discretion and independent judgement.
• Develop oneself professionally by participating in training, engaging in self improvement
initiatives and skill-building activities to enhance product knowledge, systems
knowledge, sales and client relations skills.
• Actively participate in coaching and feedback sessions by setting goals and achieving
results.
• Proactively take advantage of opportunities to become more involved with job training on
processes or procedures through daily job functions.
• Perform all other related duties as required or assigned.

QUALIFICATIONS:
• Associate’s Degree or equivalent experience in a related field
• 2+ years of relevant experience in the financial industry
• Heavy Call Center experience OR experience working within a Bank or Credit Union in a
customer service role (Bank Teller, etc.)
• Working knowledge of computer hardware and software systems, and diagnostic utilities
• Expert communication and documentation skills, both verbal as well as written
• Strong technical training skills and detail oriented
• Exceptional interpersonal and client engagement skills
• Proven analytical and problem solving abilities
• Ability to prioritize work to meet deadlines
• Maintain flexibility in schedule to allow for occasional travel

SALARY & BENEFITS:
• Competitive hourly pay
• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Fully Remote
• Robust 401(k) plan with company match
• Insurance - Health, Dental and Vision (Nymbus covers 100% of the Healthcare and Basic
Dental premiums)
• Flexible Paid Time Off