Online Banking Client Support Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary support contact for Financial Institution (FI) client personnel through phone, email, and a ticketing system.

• Diagnose and address platform issues, including user provisioning, permission errors, feature configuration, transaction exceptions, and integration discrepancies.

• Assist FI personnel in navigating platform workflows, the admin portal, and utilizing self-service tools.

• Manage incoming cases by differentiating between Tier 1 issues that can be resolved and Tier 2 technical escalations, ensuring ownership of cases until resolution.

• Collaborate with development and quality assurance teams to identify and rectify platform bugs, data concerns, and system outages.

• Record issues, workarounds, and solutions in the CRM, while contributing to the internal knowledge base.

• Recognize patterns in client issues that highlight product deficiencies or training needs, and communicate these insights to the relevant teams.

• Provide support to financial institutions during the implementation of new features, core system conversions, and platform updates.

• Travel onsite minimally during the onboarding of new FI clients for training and go-live activities.

⛳️ Requirements

• Minimum of 2 years in a customer support, technical support, or client services position.

• Capability to articulate technical concepts to non-technical FI staff in a clear manner.

• Excellent written and verbal communication skills, along with strong case documentation abilities.

• Proficient in handling multiple open cases at various stages of resolution.

• Experience in supporting SaaS platforms in a client-facing capacity.

• Background with banks, credit unions, or core processors.

• Knowledge of core banking integrations.

• Familiarity with online banking, fintech platforms, or operations within financial services.

• Understanding of ACH, bill pay, mobile deposit, and digital payment processes.

• Experience providing support to admin/back-office users rather than end consumers.

🏝️ Benefits

• Competitive base salary.

• Comprehensive benefits package including medical, dental, 401(k), and more.

• Opportunity for remote work with occasional travel to client sites as required.