Online Banking Client Support Representative

About the role

Embrace’s Finance & Banking Group is looking for a Remote Online Banking Client Support Representative to be the primary point of contact for banks and credit unions using the Aurora Advantage platform. You will work directly with financial‑institution administrators, operations staff and front‑line bankers to resolve platform issues and answer configuration questions.

Key responsibilities

• Provide day‑to‑day support to FI client staff via phone, email and ticketing system.
• Troubleshoot and resolve platform issues such as user provisioning, permission errors, feature configuration, transaction exceptions and integration discrepancies.
• Guide FI staff through admin portal navigation and self‑service tools to promote independence.
• Tri­age incoming cases, distinguishing Tier 1 resolvable issues from Tier 2 escalations and own both through to resolution.
• Coordinate with internal development and quality‑assurance teams to investigate and resolve platform bugs and data issues.

Required profile

• Experience acting as a primary support contact for financial‑institution staff.
• Ability to handle both Tier 1 and Tier 2 support tasks, including escalations that require platform knowledge.
• Comfort working remotely and collaborating with cross‑functional teams.

Required skills