Digital Support Specialist

About Nymbus

Nymbus partners with banks and financial services organizations worldwide to help them modernize their capabilities and create more value in a fast-moving digital environment. The company aims to make banking experiences feel more positive, collaborative, and forward-looking for both partners and consumers.

Nymbus emphasizes growth through doing things differently, supported by people who are committed to innovation and impact.

Work Environment

This is a remote-first role. Most work can be done remotely, though you may occasionally need to travel to client locations or attend meetings at specific sites.

Role Summary

The Digital Support Specialist supports Launch clients through a broad range of service and operations tasks. The role includes reviewing, monitoring, and approving customer applications submitted through retail account onboarding systems, while making sound decisions, reducing risk, and meeting contractual service commitments.

In addition to application support, the specialist handles inbound customer calls and digital messages from Launch clients, resolves account-related issues, completes maintenance requests, and works toward fast, accurate, one-touch resolutions. Strong customer service across phone and digital channels is essential.

The schedule requires flexibility, as the contact center operates seven days a week.

Key Responsibilities

• Respond promptly to incoming calls, secure messages, and other digital contacts from bank customers.
• Handle communication for new customers during the digital account onboarding process.
• Identify customer needs, resolve issues on the first contact whenever possible, and escalate or report system and client-impacting problems proactively.
• Use multiple tools and systems to research, troubleshoot, and close client tickets and inquiries.
• Support testing activities for bank environments, including data validation and verification of system changes or enhancements.
• Review digital banking applications and make decisions according to structured onboarding procedures, policies, and applicable regulations.
• Process transactions accurately and within required guidelines while exercising sound judgment and discretion.
• Continue building professional capability through training, self-improvement, coaching, and skill development.
• Take advantage of learning opportunities through day-to-day work to deepen process and procedure knowledge.
• Carry out other related duties as assigned.

Requirements

• An associate degree or comparable experience in a related area.
• At least 2 years of relevant experience in the financial industry.
• Background in a high-volume call center or customer service experience in a bank or credit union, such as a teller or similar role.
• Working understanding of computer hardware, software systems, and diagnostic tools.
• Excellent verbal and written communication, along with strong documentation skills.
• Solid technical training ability and strong attention to detail.
• Strong interpersonal skills and the ability to engage clients effectively.
• Good analytical thinking, problem-solving ability, and attention to detail.
• Ability to organize work and meet deadlines.
• Availability for varied schedules, including evenings, weekends, and holidays as needed.

Compensation and Benefits

• Hourly pay of $23.00, with an additional premium for bilingual English/Spanish candidates.
• Annual cash bonus and equity options, based on role level and experience.
• Fully remote work arrangement.
• 401(k) plan.
• Health, dental, and vision insurance.
• Time off benefits.

Additional Information

This role supports a 7-day-a-week contact center, so flexibility in scheduling is important. The position is based in Jacksonville, FL, but operates remotely.

The employer seeks someone who can provide dependable support, work accurately within banking procedures, and contribute to a seamless customer experience.