Digital Banking Services Specialist

Job Description:

Position Summary:

The Digital Banking Services Specialist provides Tier 2 operational and technical support for Everwise's digital banking platforms and services. This role supports frontline and backoffice employees by diagnosing and resolving digital platform issues, ensuring reliable access and functionality for memberfacing digital tools. The Specialist serves as a key escalation point for complex issues, delivering timely problem resolution through effective troubleshooting, ticket management, and clear communication across chat, email, and voice channels.

In addition to responsive support, the Digital Banking Services Specialist plays a proactive role in platform stability and continuous improvement. This position monitors platform performance identifies trends or anomalies, and collaborates closely with product, operational, and technology teams to escalate issues, track defects, and support enhancements. The role also contributes to system configuration, documentation, and audit readiness, helping strengthen internal knowledge, improve operational processes, and support the secure and efficient delivery of Everwise's digital services.

Primary Responsibilities & Duties:

• Technical Troubleshooting & Support: Providing support to front line and back-office employees for member facing digital services and platforms through chat, email, and voice.
• Platform Monitoring: Monitoring platform performance (latency, outages, anomalies) and escalating critical issues to product, operational, or development teams.
• Ticket Management: Managing a queue of support requests, ensuring issues are documented, tracked, and resolved.
• Cross-Functional Collaboration: Working with product, operational, and technical teams to track software bugs and feature requests.
• Documentation: Creating and maintaining technical documentation, knowledge base articles, and SOPs (Standard Operating Procedures) for internal users.
• Configuration & Administration: Performing technical configuration and platform administration to support department projects, security audits, and support requests.

Knowledge/ Skills:

• Proficiency with ITSM (Information Technology Service Management) tools such as ServiceNow, Jira, or Zendesk.
• Familiarity with ITSM frameworks/methodologies such as ITIL or DevOps.
• Excellent written and verbal communication skills to explain complex technical issues to non-technical users.
• Strong problem-solving abilities to conduct root cause analysis and effectively classify support requests.
• Experience with web technologies (HTML, CSS, JavaScript), APIs, and databases preferred.

Minimum Requirements:

• High School Diploma or GED
• 1+ years in technical support, help desk, or similar roles.
• 1+ years' experience within financial services preferred.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.