Client Product Support Representative

Benefits

• Simple IRA with Company Matching
• Bonus based on performance
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

FINBOA is a leading innovator in digital process automation and regulatory compliance for banking institutions. Our end-to-end cloud-based automation platform empowers banks and credit unions to transform back-office operations, optimize compliance accuracy, reduce operational costs, and improve customer experience.

With more than 30 years of industry expertise, FINBOA partners with financial institutions across the U.S. to deliver targeted business outcomes through intelligent automation, digital transformation, and workflow optimization.

We are seeking a motivated, detail-oriented, and customer-focused Client Product Support Representative to join our growing team. In this role, you will help ensure the ongoing success of our clients by providing exceptional product and technical support.

This is an excellent opportunity for someone looking to grow their career in financial technology while working in a fast-paced, collaborative environment.

• Serve as the primary point of contact for client inquiries and product support needs via phone, email, and ticketing systems.
• Deliver prompt, professional, and courteous assistance to clients, resolving questions, issues, and concerns efficiently.
• Troubleshoot software-related problems and escalate complex or unresolved matters to the appropriate internal teams.
• Collaborate cross-functionally with Implementation, Account Management, Development, and Product teams to ensure timely and accurate resolution of client issues.
• Document all client interactions, troubleshooting steps, and resolutions within the ticketing system to maintain accurate and complete support records.
• Contribute to the creation and enhancement of support documentation, training materials, FAQs, and knowledge base articles.
• Assist in identifying recurring support trends and provide feedback to internal teams to improve product stability, usability, and client satisfaction.

Required:

• Strong verbal and written communication skills with the ability to clearly explain technical concepts to non-technical users.
• Excellent analytical and problem-solving skills with high attention to detail.
• Ability to organize, prioritize, and manage multiple client requests in a dynamic environment.
• Customer-first mindset with a focus on delivering an exceptional support experience.

Preferred:

• 1 year of experience in a financial institution in a client-facing role.
• 1 year of experience in customer support, technical support, or a related role.
• Experience using Zendesk or similar ticketing platforms.
• Familiarity with Google Workspace (Gmail, Docs, Sheets, etc.).
• Experience with SQL (basic querying or troubleshooting).
• Experience working in banking, financial services, fintech, or a regulated environment.
• Bachelor’s degree in a related field (or equivalent experience).

FINBOA is an equal opportunity employer committed to fostering an inclusive and diverse workplace. We value the unique perspectives each team member brings and believe diversity drives innovation and company success.