Digital Operations Support Intern

DIGITAL OPERATIONS SUPPORT INTERN

Job Overview:

The Digital Operations Support Intern will serve as a frontline resource for assisting customers and internal teams with online and mobile banking inquiries. This role is help desk focused and provides hands-on experience supporting digital banking platforms, troubleshooting user issues, and ensuring a seamless digital experience. The intern will gain exposure to banking technology, customer support processes, and digital product operations within a fast-paced environment. This candidate will be responsible for the following: Respond to and resolve incoming digital banking support requests, including online banking, mobile app, and bill pay inquiries Troubleshoot login issues, account access problems, and general platform navigation questions Escalate complex or technical issues to appropriate team members while maintaining ownership of the request Document support cases accurately within internal systems and track resolution progress Assist in monitoring system alerts, outages, and service disruptions, providing timely updates as needed Partner with internal teams such as IT, Customer Support, and Digital Product to ensure efficient issue resolution Identify recurring issues or trends and provide feedback to improve the customer experience Support testing and validation efforts for digital platform updates or enhancements Maintain a strong understanding of Fidelity Bank's digital banking tools and services Requirements for the position include: Currently pursuing a degree in Business, Finance, Information Systems, or a related field Strong problem-solving skills with attention to detail Effective written and verbal communication skills Customer-first mindset with a willingness to learn Ability to manage multiple tasks and prioritize in a fast-paced environment Basic technical aptitude and comfort navigating digital platforms Proficiency in Microsoft Office (Excel, Word, Outlook) Preferred requirements include: Interest in digital banking, fintech, or technology operations Previous customer service or help desk experience Familiarity with mobile apps, online platforms, or troubleshooting EEO/Veterans/Disabled