Customer Support - Digital Banking Analyst

This role sits at the intersection of customer service and digital banking technology, supporting community financial institutions in the effective use of digital banking platforms. You will act as a key point of contact for bank clients, helping resolve technical issues, answer product-related questions, and ensure a smooth user experience across digital banking services. The position combines hands-on troubleshooting, client communication, and system support within a fast-paced financial technology environment. You will also contribute to software release support, system updates, and implementation activities for banking products and services. A strong focus is placed on problem-solving, customer satisfaction, and maintaining high service standards across all interactions. You will collaborate closely with internal teams and external vendors to ensure timely resolution of issues and continuous service improvement. This is a highly collaborative role supporting the stability and evolution of digital banking systems used by community banks.

Accountabilities:

• Provide customer support for digital banking issues, inquiries, and service requests via phone, email, and ticketing systems.
• Accurately assess, prioritize, and resolve incoming support requests using structured troubleshooting techniques.
• Log, track, and document all customer interactions and resolutions in the support management system.
• Monitor service queues to ensure timely response and adherence to SLAs.
• Analyze recurring issues and identify trends to support continuous improvement initiatives.
• Assist with software release implementation and updates for digital banking platforms.
• Collaborate with third-party vendors to resolve technical and service-related issues.
• Support bank conversion, merger, and acquisition activities as needed.
• Maintain and update internal knowledge bases and documentation for shared learning.
• Participate in training programs to continuously improve product knowledge and support capabilities.
• Contribute to special projects and operational initiatives as assigned.

• Bachelor's degree preferred, or High School Diploma with equivalent relevant experience.
• 3+ years of experience in financial services, banking, or direct customer/client support roles.
• Familiarity with digital banking platforms, preferably Fiserv Premier or related systems.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to manage multiple tasks, prioritize effectively, and meet deadlines.
• Comfortable working independently in a remote or minimally supervised environment.
• Strong attention to detail and commitment to accuracy in documentation and reporting.
• Ability to work collaboratively in a team-oriented, fast-paced environment.
• Flexibility to support occasional evening or weekend work as needed.
• Interest in continuous learning and improving digital banking support processes.

• Competitive annual salary range of $70,000$80,000
• Remote work flexibility within the United States
• Opportunity to work with community-focused financial institutions
• Exposure to digital banking platforms and financial technology systems
• Collaborative and supportive team environment
• Participation in training and professional development programs
• Potential travel opportunities (23 weeks per year, non-consecutive)
• Exposure to software release cycles and implementation projects
• Opportunity to contribute to service improvement and process optimization