Online Banking Client Support Representative

Jobtailor; Deutschland; Vor Ort; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a customer support professional to join our FI‑focused service team in Germany. You’ll be the day‑to‑day contact for branch admins, operations teams, and digital banking coordinators, guiding them through the platform and resolving issues.

You’ll triage cases, escalate where needed, collaborate with development and QA, document workarounds in the CRM, and contribute to our knowledge base to reduce repeat inquiries.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer support

Technical communication

SaaS platforms

Issue triage

Cross-functional collaboration

Banking knowledge

Data/documentation

Tools

CRM

Ticketing system

Banking platforms

Jobbeschreibung

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.

Qualifications

• 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.