Online Banking Client Support Representative

🕒 September 3

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 42%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Embrace Software Inc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2021

💼 Consulting

💸 Finance

Consulting • Software • Finance

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 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 • Triage incoming cases, distinguish Tier 1 issues from Tier 2 technical escalations, and own cases through resolution • Coordinate with development and quality assurance teams to investigate and resolve platform bugs, data issues, and system outages • Document issues, workarounds, and resolutions in the CRM and contribute to the internal knowledge base • Identify patterns in client issues indicating product gaps or training opportunities • Support financial institutions during feature rollouts, core system conversions, and platform updates • Travel onsite minimally 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 (preferred) • Background working at or with banks, credit unions, or core processors (preferred) • Understanding of core banking integrations (preferred) • Familiarity with online banking, fintech platforms, or financial services operations (preferred) • Familiarity with ACH, bill pay, mobile deposit, and digital payments workflows (preferred) • Experience supporting admin/back-office users rather than consumers (preferred)

🏖️ Benefits

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