E-Channel Representative (Digital Banking Support)
Location: 100% Remote (Candidates must reside in one of the following states: AL, DC, DE, FL, GA, IL, IN, KS, KY, LA, MD, MI, MN, MO, NC, NE, NJ, OH, PA, SC, TX, VA, or WV.)
Job Type: Contract
Job Summary
We are seeking a customer-focused E-Channel Representative to provide exceptional support for digital banking products and services. This role supports customers through multiple digital channels, including phone, email, online chat, and social media. The ideal candidate possesses excellent communication skills, strong technical troubleshooting abilities, and a passion for delivering outstanding customer service.
This is an excellent opportunity for professionals with customer service or call center experience who enjoy helping customers navigate online and mobile banking platforms.
Responsibilities
- Provide exceptional customer support via inbound phone calls, secure and non-secure email, online chat, and other digital communication channels.
- Assist customers with online banking, mobile banking, bill pay, password resets, account lockouts, and digital account maintenance.
- Troubleshoot technical issues related to browsers, mobile applications, login access, and online banking functionality.
- Research and resolve customer issues involving digital banking services and electronic payment platforms.
- Handle escalated customer inquiries requiring advanced troubleshooting and problem resolution.
- Respond to customer inquiries received through social media and participate in an after-hours support rotation as needed.
- Identify customer needs and refer appropriate opportunities to internal sales and service teams.
- Support inbound customer service call queues while maintaining high service standards.
- Maintain current knowledge of digital banking products, services, and enhancements.
- Document customer interactions accurately while navigating multiple systems.
- Ensure compliance with banking regulations, security policies, and internal procedures.
- Perform additional duties as assigned.
Required Qualifications
- High school diploma or equivalent required; college coursework is a plus.
- Previous customer service experience required.
- Previous call center experience preferred.
- Experience supporting customers through email, chat, or other written communication channels preferred.
- Strong computer proficiency, including Microsoft Outlook, Word, Excel, and PowerPoint.
- Ability to work efficiently across multiple applications and systems.
- Excellent written and verbal communication skills.
- Strong analytical, problem-solving, and organizational abilities.
- Ability to adapt in a fast-paced, customer-focused environment.
- Willingness to work varying shifts, including rotating weekends, based on business needs.
Preferred Qualifications
- Banking or financial services experience.
- Digital banking or online financial platform support.
- Technical support or help desk experience.
- Online chat or email support experience.
- Familiarity with browser compatibility, mobile applications, and web-based troubleshooting.
Required Skills
- Customer Service
- Call Center Support
- Online Banking Support
- Mobile Banking
- Bill Pay
- Technical Troubleshooting
- Password Resets & Account Access
- Email & Chat Support
- Microsoft Office Suite
- Written Communication
- Problem Solving
- Multi-tasking
Compensation
$25-$28 per hour W-2
This is the targeted compensation range for this role. Please note that this range is
provided as a guideline and the final offer will be based on several factors, including but
not limited to, skillset and competencies, level of experience, education, certifications, and
location.
Benefits
We offer a comprehensive benefits package including medical, dental, vision, life, and
disability insurance; 401(k)
Work Authorization
Work sponsorship is not available for this position. Applicants must be authorized to work
in the United States without sponsorship.
Equal Employment Opportunity
We are an equal opportunity employer. We do not discriminate on the basis of race, color,
religion, sex, national origin, age, disability, genetic information, veteran status, sexual
orientation, gender identity, or any other characteristic protected by applicable federal,
state, or local law.
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