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
Requirements:
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 to build client independence
Coordinate with internal teams including development and quality assurance to investigate and resolve platform bugs, data issues, and system outages
Job description
This is a remote position.
About the Role
Embrace Finance & Banking Group serves 1,100 institutions across North 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 within the Embrace 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 excellence and enhance the customer experience. Our flagship product, Aurora Advantage, delivers a comprehensive suite of mission-critical solutions—including core banking, digital and mobile banking, lending, account opening, bill pay, and managed IT services.
As an Online Banking Client Support Representative, you will serve as a primary point 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 front-line bankers to resolve platform issues, answer configuration questions, and escalate complex 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 — 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.
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, bill pay, mobile deposit, and digital payments workflows.
Experience supporting admin/back-office users rather than consumers.
