Lead Digital Support Specialist - Hybrid - Full-time

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

 

 

POSITION OVERVIEW:

 

As the Lead Digital Support Specialist, you will assist with customer inquiries regarding their online banking services and digital banking tools via multiple channels. The Lead Digital Support Specialist is responsible for taking inbound calls, conducting outbound calls, troubleshooting and assisting with digital navigation. Additionally, this role is responsible for staying current with any emerging trends or changes to existing bank and department policies and procedures, products, services and marketing trends to ensure customer satisfaction.

 

This role will support the Team Leaders and Team supervisors with research and resolutions for escalations of client issues. This role also, supports the Contact Center and Digital Support employees with answering questions in relation to their role

 

All Provident Bank employees are expected to adhere to the Bank’s Code of Ethics, Core Values, and Mission Statement. Works under general supervision. 

 

Our contact center operates Monday through Friday from 8:00 AM to 7:00 PM, and Saturdays from 9:00 AM to 2:00 PM. Team members are scheduled to work within these hours, and it’s important that candidates are fully available during this time frame.

 

KEY RESPONSIBILITIES:

• Provide guidance to clients for Consumer and Business digital banking products (online banking, mobile banking, mobile deposit, bill pay, Zelle, Quicken Connectivity), while providing resolutions to inquires or disputes.
• Respond appropriately, timely and with accuracy to client requests via email, phone calls, or secure messaging.
• Properly identify customers using the verification process, implement enhanced security verification measures as the situation warrants to minimize risk and fraud to the bank.
• Support branches by phone and/or email regarding Zelle/Bill pay & mobile limit increases and inquiries regarding other digital services.
• Ask probing questions to best analyze client issues and recommend digital solutions.
• Perform all other duties as assigned including acting as a liaison between Contact Centers and other department/business partners for digital services and client support.

 

MINIMUM QUALIFICATIONS:

• High school diploma or GED required.
• Minimum of 5 years of Call Center or Banking experience.
• Strong Customer Service Skills with the ability to engage clients to resolve issues and provide solutions regarding products and services.
• The ability to multitask between multi digital platforms (i.e. live chat, video chat, phone).
• Excellent Critical thinking skills, ability to problem solve, make sounds decisions to produce thorough and accurate work.
• Adaptive, Flexible, Resourceful and the ability to cope with the fast-changing environment.
• Proficiency in Microsoft Office suite and alphanumeric data entry
• Ability to communicate clear, concise information to customers/co-workers and identify the best method to communicate information for each situation.
• Ability to seek process improvement through resources.
• Ability to work a flexible schedule.

 

 

PREFERRED QUALIFICATIONS:

• Associate degree preferred.
• Knowledge of digital banking services preferred.

 

 

WORKING CONDITIONS:

Work is performed in a normal office environment. Noise levels are usually moderate. This position involves travel to customers and property locations.

• Prolonged sitting
• Lifting from 5 to 10 lbs. (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)
• The hazards are mainly those present in a normal office setting