Digital Banking Expert

About esh

At Bank esh, we’re not just thinking about what the future of banking will look like — we’re building it. Our mission is to create a smart, efficient, and transparent banking experience that uses advanced technology to build genuine trust between people and their bank. We’ve already taken the first step: In December 2022, we were granted our license as a “bank in formation,” and we are now moving full speed ahead toward launching Israel’s new digital bank. Join a team that’s not just building a bank — but shaping the future of finance.

We’re looking for Digital Banking Experts who will be the voice and face of our bank — people who want to be part of the team redefining the banking experience in Israel and delivering exceptional, personal, and professional service. If you’re passionate about the financial world and the digital world, and you genuinely want to help people — we’d love to have you join us.

Role Summary: Digital Banking Expert

Our Digital Banking Experts are the primary support and service channel for our customers, providing high-quality, professional, and empathetic assistance via chat and phone on a wide range of banking, technical, and operational topics. We’re looking for individuals with excellent communication skills and a passion for digital banking, who want to help redefine the banking experience in Israel.

Responsibilities

• Deliver professional, efficient, and service-oriented support to customers via chat, email, and phone on both technological and business topics.
• Guide and train customers in using digital tools within the app, ensuring complete resolution and first-contact closure in line with defined KPIs.
• Perform a variety of banking operations and provide information on bank products.
• Manage “moments of truth” with customers and handle problem-solving effectively.

Requirements

• 1+ years of experience in a customer service center.
• Strong customer-service orientation and a genuine desire to help others, with the ability to demonstrate empathy and active listening.
• Excellent written and verbal communication skills, with the ability to explain complex issues clearly and simply.
• Significant advantage: Experience providing service via chat.
• High level of English - Mandatory
• Strong technological orientation and deep understanding of digital environments — Mandatory.
• Fast learner with the ability to manage multiple tasks in a dynamic environment.
• Strong interpersonal skills, teamwork abilities, and a positive, patient approach when facing challenges or pressure.
• Previous experience in banking or financial services — strong advantage.
• Full-time position - Working in shifts
• Availability for 24/7 shift work.

Key skills/competency

• Digital Banking
• Customer Service
• Financial Services
• Chat Support
• Problem Solving
• Communication Skills
• Empathy
• Technological Aptitude
• Banking Operations
• KPI Management