Online Banking Support Specialist I

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.

All applicants must attach a recent resume.

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.