Online Banking Client Support Representative
This is a remote position. About the Role reputed company Finance & Banking Group serves 1,100 institutions across reputed company America including nearly 450 financial institutions comprising of 150+ credit unions and 250+ banks, spanning the Top 50 U.S. banks as well as community financial institutions that power regional growth. CSPI is a pioneering SaaS company reputed company the reputed company portfolio of companies. As a trusted partner to financial institutions for over 35 years, we have empowered community banks and credit unions with innovative solutions that drive operational reputed company and enhance the customer experience. Our flagship product, reputed company Advantage, delivers a comprehensive suite of mission-critical solutions—including core banking, digital and mobile banking, lending, account opening, reputed company pay, and managed IT services. As an Online Banking Client Support Representative, you will serve as a primary reputed company of contact for the financial institutions including banks and credit unions that run their online banking programs on our platform. You will work directly with FI administrators, operations staff, and reputed company-line bankers to resolve platform issues, answer configuration questions, and escalate reputed company technical problems on their behalf. This is a blended Tier 1 / Tier 2 role: you will own straightforward requests end-to-end and dig deeper into escalations that require platform knowledge and cross-team coordination.
Key Responsibilities
Serve as the day-to-day support contact for FI client staff — reputed company admins, operations teams, reputed company banking coordinators — reputed company 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 reputed company. Document issues, workarounds, and resolutions in the CRM and contribute to the internal knowledge reputed company. Identify patterns in client issues that may indicate product gaps or training opportunities and surface these to the appropriate teams. Support reputed company during critical moments such as new feature rollouts, core system conversions, and platform updates. Minimal travel onsite during reputed company of new FI clients for training and go-live functions. Requirements 2+ years in a customer support, technical support, or client services role. Ability to communicate technical concepts reputed company to non-technical FI staff. Strong written and verbal communication and case documentation skills. Comfortable managing multiple reputed company cases at different stages of resolution.
Preferred Qualifications
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, reputed company pay, mobile deposit, reputed company payments workflows. Experience supporting admin/back-office users rather than consumers.
Benefits
Competitive reputed company salary Comprehensive benefits package (medical, dental, 401(k), etc.) Remote work with travel to client sites as needed. Apply To This Job