Provide front-line support to both consumer and business banking customers for Launch clients.
Operate in a high-volume, fast-paced Contact Center environment.
Deliver exceptional service through inbound phone calls, secure messages, chats, and other digital communication channels.
Assist small business and commercial members with digital banking access, account servicing requests, and general business banking inquiries.
Review and process customer applications submitted through retail and business account onboarding platforms.
Ensure compliance with established policies, procedures, and Service Level Agreements.
Strong decision-making skills, attention to detail, and commitment to providing one-touch resolution whenever possible.
Flexibility required to meet the needs of a 7 day a week Contact Center.

Associate’s Degree or equivalent experience in a related field.
2+ years of experience in a financial institution, call center, or customer service role.
Experience supporting consumer and/or small business banking customers preferred.
Working knowledge of deposit accounts and basic business banking products.
Familiarity with KYC/CIP and banking compliance requirements preferred.
Strong communication skills (verbal and written).
Ability to multitask effectively in a multi-system environment.
Strong attention to detail and problem-solving skills.
Ability to prioritize and meet performance and SLA expectations.
Flexibility to work varied schedules, including evenings, weekends, and holidays as required.

Hourly pay: $23.00, with a premium for bilingual (English/Spanish) candidates.
Annual Cash Bonus and Equity Options commensurate with the role level and experience.
Fully Remote.
401(k) plan.
Insurance
Health, Dental and Vision .
Time Off

Digital Support Specialist

Key skills