Digital Operations Support Intern

DIGITAL OPERATIONS SUPPORT INTERN

Job Overview: The Digital Operations Support Intern will serve as a frontline resource for assisting customers and internal teams with online and mobile banking inquiries. This role is help desk focused and provides hands-on experience supporting digital banking platforms, troubleshooting user issues, and ensuring a seamless digital experience. The intern will gain exposure to banking technology, customer support processes, and digital product operations within a fast-paced environment.

This candidate will be responsible for the following:

• Respond to and resolve incoming digital banking support requests, including online banking, mobile app, and bill pay inquiries
• Troubleshoot login issues, account access problems, and general platform navigation questions
• Escalate complex or technical issues to appropriate team members while maintaining ownership of the request
• Document support cases accurately within internal systems and track resolution progress
• Assist in monitoring system alerts, outages, and service disruptions, providing timely updates as needed
• Partner with internal teams such as IT, Customer Support, and Digital Product to ensure efficient issue resolution
• Identify recurring issues or trends and provide feedback to improve the customer experience
• Support testing and validation efforts for digital platform updates or enhancements
• Maintain a strong understanding of Fidelity Bank’s digital banking tools and services

Requirements for the position include:

• Currently pursuing a degree in Business, Finance, Information Systems, or a related field
• Strong problem-solving skills with attention to detail
• Effective written and verbal communication skills
• Customer-first mindset with a willingness to learn
• Ability to manage multiple tasks and prioritize in a fast-paced environment
• Basic technical aptitude and comfort navigating digital platforms
• Proficiency in Microsoft Office (Excel, Word, Outlook)

Preferred requirements include:

• Interest in digital banking, fintech, or technology operations
• Previous customer service or help desk experience
• Familiarity with mobile apps, online platforms, or troubleshooting processes

EEO/Veterans/Disabled