Client Support Specialist
Core
Provide relationship-driven support for Community Financial Institutions partners, merchants, and internal teams via phone, email, and case-management channels to resolve account, billing, and technical issues.
Role type
Client Support Specialist (Financial Services)
Builds
Accurate, timely, and compliant support for financial institution partners and merchants
Domain
Fintech, Payments, Merchant Services
Deliverable
client delivery
Required skills
Troubleshooting technical and product issues, Account and billing research, Case management and documentation, Escalation management, Multi-channel communication, CRM and telephony tools proficiency
Preferred skills
Merchant acquiring operations knowledge, Clover/CardConnect/Client360 platform experience, Process documentation creation
Responsibilities
Serve as primary service contact for partners and merchants, Own service inquiries from intake through closure, Research and resolve account maintenance and billing questions, Troubleshoot POS and terminal issues, Triage and escalate high-impact requests, Maintain complete case notes, Identify process gaps and recurring client pain points
Seniority
Mid-level, hands-on IC
