About the role
About the RoleEmbrace 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.
What they are looking for
- 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.
Pay & benefits
- Competitive base salary
- Comprehensive benefits package (medical, dental, 401(k), etc.)
- Remote work with travel to client sites as needed.
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