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 — including branch administrators, operations teams, and digital banking coordinators — through phone, email, and a ticketing system.

• Diagnose and resolve platform-related issues such as user provisioning, permission errors, feature configuration, transaction exceptions, and integration inconsistencies.

• Assist FI staff in navigating platform workflows, utilizing the admin portal, and employing self-service tools to foster client independence and minimize repeated inquiries.

• Assess incoming cases, differentiate between Tier 1 resolvable issues and Tier 2 technical escalations, and manage both types to final resolution.

• Collaborate with internal teams, including development and quality assurance, to investigate and rectify platform bugs, data concerns, and system outages impacting client FIs.

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

• Recognize trends in client issues that may reveal product deficiencies or training needs and communicate these to the relevant teams.

• Provide support to FIs during significant events such as new feature launches, core system transitions, and platform updates.

• Limited travel required for onsite onboarding of new FI clients for training and go-live activities.

⛳️ Requirements

• A minimum of 2 years experience in customer support, technical support, or client services.

• Capability to articulate technical concepts effectively to non-technical FI staff.

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

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

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

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

• Knowledge of core banking integrations.

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

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

• Experience in supporting admin/back-office users rather than end consumers.

🏝️ Benefits

• Competitive base salary

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

• Remote work flexibility with occasional travel to client locations as required.