Client Support Specialist

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Act as the main service contact for partners within Community Financial Institutions, including credit unions, merchants, Business Consultants, Account Executives, Relationship Managers, and internal stakeholders.

• Manage both inbound and outbound communications via phone calls, emails, Client360 Merchant, InquiryPoint, and authorized case-management channels.

• Take full ownership of service inquiries from initial intake to resolution, covering tasks such as authentication, clarifying needs, assessing urgency, documenting cases, coordinating actions, providing status updates, and outlining next steps.

• Investigate and resolve queries related to account maintenance, billing, funding, transactions, equipment, portal access, chargebacks, and merchant servicing.

• Diagnose and address issues with terminals, point-of-sale systems, Clover, CardConnect, CardPointe, and other merchant-service platforms.

• Prioritize requests based on severity, impact, age, and service-level agreements; escalate urgent, high-impact, stalled, or time-sensitive matters as necessary.

• Keep thorough case notes that detail research, systems checked, actions taken, dependencies, case ownership, promised follow-ups, and the anticipated date for the next update.

• Identify recurring inquiries, routing challenges, aging tasks, process inefficiencies, and consistent client pain points to enhance procedures, training, queue design, first-contact resolution, and overall partner experience.

⛳️ Requirements

• A minimum of 2 years of experience in customer-facing support roles within a call center, financial services, banking, payments, merchant services, or a similar support environment.

• At least 2 years of experience in managing customer requests through phone, email, and case-management channels, ensuring accurate documentation, ownership, and follow-up commitments are maintained.

• Proven experience in researching account, billing, transaction, funding, equipment, or technical support inquiries using established procedures and authorized knowledge-management resources.

• Capability to handle a consistent volume of calls, emails, and cases while prioritizing competing demands, meeting service expectations, and escalating issues within defined authority.

• Strong written and verbal communication skills with clients, merchants, financial institution partners, and internal teams.

• Familiarity with multiple business systems, CRM tools, case-tracking software, telephony systems, or merchant-support platforms.

• High school diploma or higher, or a comparable combination of education, related experience, and/or military background.

• Valid and unrestricted work authorization in the U.S.; candidates needing sponsorship now or in the future are not eligible.

• Experience assisting community banks, credit unions, referral channels, agent channels, or relationship-driven financial institution service models.

• Solid understanding of merchant acquiring operations, including onboarding, billing, pricing, funding, settlement, account maintenance, chargebacks, risk management, underwriting, collections, and equipment lifecycle support.

• Familiarity with platforms such as Clover, CardPointe, CardConnect, Client360, InquiryPoint, FDPOS, Commerce Control, BusinessTrack, or similar merchant-service solutions.

• Experience in creating or validating process documentation, job aids, knowledge articles, case timelines, or training materials.

🏝️ Benefits

• Fuel Your Life program promoting physical, financial, social, and emotional wellness.

• Paid holidays and generous time-off policies.

• Complimentary mental health support through Employee Assistance Programs.

• Living Proof program offering points that can be redeemed for rewards.

• Eight Employee Resource Groups available.

• Opportunities for professional growth through training, development, and internal mobility.

• Comprehensive medical, dental, vision, life, and disability insurance options from the first day of employment.

• Retirement planning support including 401k matching and discounted stock shares through the Employee Stock Purchase Plan.

• Tuition assistance and reimbursement program available.

• Paid parental and military leave offered.