Online Banking Client Support Representative

About Us

We specialize in transforming vertical software solutions by integrating artificial intelligence (AI) into core products, operations, and market approaches. Our technologies run within 16% of Fortune 500 companies, more than 45 state agencies, and over 450 financial institutions. Our Venture Lab develops AI-native products leveraging our existing market presence and client connections, ensuring impactful customer outcomes and business success within short timelines.

About the Role

As part of the Embrace Finance & Banking Group, supporting over 1,100 institutions across North America, the selected candidate will join CSPI, a SaaS pioneer empowering community banks and credit unions for over 35 years. Our flagship platform, Aurora Advantage, offers essential banking solutions including core banking, digital and mobile banking, lending, account opening, bill payment, and managed IT services.

The Online Banking Client Support Representative acts as the main liaison for financial institution clients such as banks and credit unions that utilize our online banking services. The role involves addressing support needs from FI administrators, operations teams, and frontline bankers by resolving technical issues, providing configuration guidance, and escalating complex problems.

This position is a combined Tier 1 and Tier 2 support role, responsible for managing straightforward requests independently while collaborating with internal teams on escalated matters requiring specialized platform knowledge.

Key Responsibilities

• Provide daily support to client financial institution staff, including branch administrators, operations teams, and digital banking coordinators, through phone, email, and ticketing portals.
• Troubleshoot and resolve platform-related issues such as user provisioning, access permissions, feature configurations, transaction exceptions, and integration inconsistencies.
• Assist clients in navigating platform workflows, administrative portals, and self-service options to foster autonomy and minimize repeat inquiries.
• Assess and triage support requests by identifying whether issues are resolvable at Tier 1 or need escalation to Tier 2, managing cases through to closure.
• Collaborate with product development and quality assurance teams to diagnose and remediate platform bugs, data anomalies, and service outages impacting client institutions.
• Maintain detailed records of issues, fixes, and interim solutions within our CRM and contribute to maintaining an up-to-date internal knowledge repository.
• Recognize recurring client challenges that may reveal product deficiencies or training needs and escalate these insights accordingly.
• Assist clients during critical operational phases such as feature rollouts, core banking system migrations, and software updates.
• Travel to client sites occasionally for onboarding training and platform launch support.

Qualifications

• A minimum of two years' experience in customer support, technical support, or client service roles.
• Strong ability to convey technical information clearly and understandably to non-technical financial institution personnel.
• Excellent verbal and written communication skills along with precise case documentation capabilities.
• Proven capability to manage multiple active support cases simultaneously at various resolution stages.

Preferred Experience

• Previous exposure to SaaS platform support in a client-facing capacity.
• Work experience with banks, credit unions, or core banking processors is advantageous.
• Understanding of core banking system integrations.
• Familiarity with online banking technologies, fintech platforms, or financial service operations.
• Knowledge of ACH, bill payment, mobile deposit, and digital payment processes.
• Experience in supporting administrative or back-office users rather than retail consumers.

Benefits

• Competitive base salary package.
• Comprehensive benefits including medical, dental, and 401(k) options.
• Work-from-home arrangement with occasional travel to client locations when necessary.