Online Banking Client Support Representative

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Embrace Software Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💸 Finance

📚 Education

Software • Finance • Education

Embrace Software Inc. is a business investment company that specializes in acquiring and building world-class software businesses across various industrial sectors. With a focus on mission-critical software, Embrace aims to add value to its portfolio of companies, which range from small and medium-sized businesses to Fortune 500 firms. The company supports its acquired businesses by providing resources and operational expertise to foster growth and enhance customer satisfaction.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive base salary • Comprehensive benefits package (medical, dental, 401(k), etc.) • Remote work with travel to client sites as needed.