Online Banking Client Support Representative

Embrace Software Inc.; United States; Remote; USD 52,000 - 76,000; Full time

Job summary

Embrace Software Inc. is seeking an Online Banking Client Support Representative to service financial institutions across North America from a remote setting.

You will work with FI administrators, operations staff, and bankers to resolve issues, answer configuration questions, and handle escalations with cross-team coordination. This blended Tier 1/2 role requires strong communication, platform knowledge, and the ability to guide clients through workflows and self-service tools.

Qualifications

• 2+ years in a customer support or technical support role.
• Ability to communicate technical concepts clearly to non-technical FI staff.
• Strong written and verbal communication and case documentation skills.
• Experience supporting SaaS platforms is a plus.

Responsibilities

• Serve as day-to-day contact for FI client staff via phone, email, and ticketing system.
• Troubleshoot and resolve platform issues including user provisioning, permissions, and configuration.
• Guide FI staff through platform workflows and self-service tools to reduce repeat contacts.
• Triage cases, distinguish Tier 1 from Tier 2 issues, and drive to resolution.
• Coordinate with internal teams to investigate bugs, data issues, or outages.
• Document issues and resolutions in the CRM and knowledge base.
• Identify patterns signaling product gaps or training needs.
• Support FIs during feature rollouts and platform updates.
• Travel onsite during onboarding as needed.

Skills

online banking

SAP FI

Job description

Online Banking Client Support Representative

• Department Name Support & Customer Success
• Date Opened 09/03/2026
• Job Type Full time
• Required Skills
  • online banking
  • sap fi
  • +3
• Work Experience 2+ years
• Remote Job

About Us

We're rebuilding vertical software with AI — from the inside.

Embrace owns the software running inside 16% of the Fortune 500, 45+ state agencies, and 450+ banks and credit unions. We acquire entrenched vertical software businesses and rebuild them around AI — products, operations, go-to-market, all of it. Our Venture Lab launches new AI-native products into those same markets, using the distribution and customer relationships our portfolio already owns.

You'll ship AI into production against real workflows, real customers, and a P&L you can see move within a quarter.

We hire people who want scope, speed, and ownership, and who are tired of working on AI that never reaches a customer. If you want to spend the next five years shipping into software that already runs the economy, talk to us.

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 escalated 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.
• Remote work with travel to client sites as needed.