Associate Client Support Specialist

About the Role

The Associate Client Support Specialist supports the Client Support and Implementation teams in delivering a positive experience to new and existing clients. Under the guidance of Client Support Specialists and department leadership, this role supports the onboarding, implementation, and ongoing service delivery for client accounts by identifying, analyzing, and executing operational and client support activities that contribute to successful client outcomes.

Key Responsibilities

• Assists with assigned projects under the direction of a Client Support Specialist or manager by helping establish and review system profiles and tables, troubleshooting routine post-go-live operational issues, and supporting issue resolution efforts.
• Responds to client inquiries and problems using internal and external resources and established procedures, escalating more complex issues to senior staff, and proactively follows up with clients to confirm their needs have been met.
• Assists in researching and resolving payment discrepancies and file anomalies, developing familiarity with file layouts, data structures, and file schemas.
• Builds foundational knowledge of clients’ business operations and practices in order to support the promotion, implementation, and servicing of CassPay products/services.
• Trains and educates clients on use of the product or services via phone or web.
• Communicates and coordinates with other departments to support consistent levels of service and successful client implementations.
• Participates in internal training programs and shadows senior staff to build knowledge of new accounts and department processes.
• Contributes ideas to help identify opportunities to enhance implementation efficiencies, improve client experiences, and strengthen operational processes.
• Performs other duties as needed or assigned.

Requirements & Tech Stack

• Demonstrates strong analytical ability, with a desire to learn structured problem-solving approaches and apply critical thinking to client and operational challenges.
• Able to communicate effectively at all organizational levels, both verbally and in writing, with strong interpersonal and customer relationship skills.
• Well-developed organizational skills and ability to handle multiple tasks simultaneously with guidance and support.
• Strong customer service orientation and eagerness to learn the business while delivering a high-quality client experience.
• Proficient with Microsoft Office products and the ability to learn related software applications (e.g., Microsoft SQL, Miro) used by Cass.
• Ability to navigate multiple systems and applications in a fast-paced environment.

Qualifications

• Bachelor’s degree in business administration, information systems, data analytics, or related field, or equivalent combination of education and relevant work experience.
• Prior customer service, client support, account management, financial services, internship, or other client-facing experience preferred.