Online Banking Client Support Representative

Embrace Software Inc

Online Banking Client Support Representative serving 1,100 institutions across North America at Embrace. Troubleshoots platform issues and supports financial institutions with their online banking programs.

Posted 6/23/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootinguser provisioningfeature configurationtransaction exceptionsintegration discrepanciesSaaS platformscore banking integrationsACHbill paydigital payments workflows

Soft Skills

communicationcase documentationproblem-solvingclient independencemulti-taskingpattern identificationtrainingsupportcollaborationcustomer service