Online Banking Client Support Representative

Responsibilities

• Serve as the day‑to‑day support contact for FI client staff — branch admins, operations teams, and digital banking coordinators — via phone, email, and ticketing system.
• Troubleshoot and resolve platform issues including user provisioning, permission errors, feature configuration, transaction exceptions, and integration discrepancies.
• Guide FI staff through platform workflows, admin portal navigation, and self‑service tools to build client independence and reduce repeat contacts.
• Triage incoming cases, distinguish Tier 1 resolvable issues from Tier 2 technical escalations, and own both through to resolution.
• Coordinate with internal teams including development and quality assurance to investigate and resolve platform bugs, data issues, and system outages affecting client FIs.
• Document issues, workarounds, and resolutions in the CRM and contribute to the internal knowledge base.
• Identify patterns in client issues that may indicate product gaps or training opportunities and surface these to the appropriate teams.
• Support FIs during critical moments such as new feature rollouts, core system conversions, and platform updates.
• Minimal travel onsite during onboarding of new FI clients for training and go‑live functions.

Qualifications

• 2+ years in a customer support, technical support, or client services role.
• Ability to communicate technical concepts clearly to non‑technical FI staff.
• Strong written and verbal communication and case documentation skills.
• Comfortable managing multiple open cases at different stages of resolution.
• Experience supporting SaaS platforms in a client‑facing role.
• Background working at or with banks, credit unions, or core processors.
• Understanding of core banking integrations.
• Familiarity with online banking, fintech platforms, or financial services operations.
• Familiarity with ACH, bill pay, mobile deposit, and digital payments workflows.
• Experience supporting admin/back‑office users rather than consumers.