Sr Digital Support Specialist - Hybrid - Full-time

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion-dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience. 

POSITION SUMMARY:

Provident Bank is seeking a Senior Digital Support Specialist to support customers with their online and mobile banking experience. This role serves as a key point of contact for digital banking inquiries, troubleshooting, and education across multiple channels, including phone, email, and secure messaging. The Senior Digital Support Specialist plays an important role in delivering exceptional customer service, ensuring security and accuracy, and helping customers confidently navigate our digital banking tools.

KEY RESPONSIBILITIES:

• Support customers with digital banking services, including mobile and online banking, Bill Pay, Zelle®, mobile deposit, login issues, password resets, and Regulation E inquiries
• Resolve customer inquiries through inbound and outbound calls, email, and secure messaging while striving for first‑call resolution
• Properly identify and authenticate customers using established verification and enhanced security procedures
• Guide customers through troubleshooting steps and digital navigation across web and mobile platforms
• Communicate approval or denial of online banking enrollments via email
• Open and manage vendor service tickets as needed to support customer requests
• Ask thoughtful, probing questions to diagnose issues and recommend appropriate digital solutions
• Stay current on bank products, services, policies, procedures, and emerging digital banking trends

MINIMUM QUALIFICATIONS:

• High School Diploma or GED required; Associate degree preferred
• Minimum of 2 years of call center and/or banking experience
• Experience with digital banking platforms preferred
• Strong verbal and written communication skills with the ability to explain technical concepts clearly
• Ability to multitask across multiple digital platforms (phone, live chat, video chat, email)
• Excellent problem‑solving and critical‑thinking skills
• Strong attention to detail and ability to execute transactions accurately
• Proficiency with Microsoft Office and data entry systems
• Ability to prioritize workload and manage time effectively
• Flexible schedule availability

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here. 

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

Pay Details:

$21.23 - $26.51/hourly

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank’s Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.