Client Support Analyst I

Position Purpose:
This position will be responsible for helping School Administrators who reach out to Client Support via phone calls, emails and/or FAQ tickets for assistance. Our mission is to provide excellent service that is so exceptional that our customers will refer us to someone they know and will stay with us for life. The Client Support Analyst acts as a trusted partner for our internal and external clients and is responsible for handling client questions, comments, and concerns. The applicant’s goal is to provide positive experiences, enhancing the relationship with the client. In this role, you will ensure customer satisfaction by addressing their needs, resolving issues, and helping them maximize the value of our products or services. The ideal candidate is a proactive problem solver with exceptional interpersonal skills and a passion for delivering outstanding customer experiences.

Job Specifications:
Position adheres to confidentiality policy, code of ethics and knowledge of Bank Secrecy Act and best practices and other pertinent Regulatory laws and regulations.

Risk Management Requirements:
Understands and adheres to Workplace Policies, Code of Conduct, privacy, and information security guidelines. Understands and adheres to Anti-Money Laundering, Bank Secrecy Act, and Compliance with the USA PATRIOT Act policies and procedures applicable to position, completing any supporting requirements within defined timeframes. Acts within authorized limits and delegated authorities and role applicable policies and procedures. Follows processes and controls to protect shareholder interests. Mitigates risk to the bank and customers by following all applicable security procedures.

• Collaborate with a supportive, harmony-seeking team in a dynamic, fast-paced environment
• Build positive relationships and serve others through your work
• Apply your attention to detail to ensure accuracy, compliance, and risk management
• Enjoy a thoughtful, structured approach to problem-solving while adapting to evolving priorities
• Lead by example, sharing expertise and supporting others to succeed

• Cooperative, empathetic, and people-oriented; harmony-seeking and collaborative
• Comfortable working on a team and building consensus; places team above self
• Selfless, supportive, and cautious with risk; exercises good judgment balancing risk to customers
• Passionate about helping others and making a difference; thrives in service-oriented environments
• Experience in client support, banking, or related fields preferred

• 2+ years of exceptional customer service experience required
• Excellent and effective communication skills; concise, clear, and consistent
• Exceptional listening skills and strong organizational skills with attention to detail
• Proven ability to multi-task and prioritize in a fast-paced, demanding environment
• Tech savvy, especially with Oracle and Microsoft Office products (Outlook, Teams, Excel, Word)
• Ability to exercise judgment and resolve problems independently, escalating when needed
• Enjoys challenges and adapts quickly to changing priorities
• Team player attitude and approach to work; thrives in collaborative environments
• Banking experience a plus; BMAS system and refund disbursement process knowledge preferred

• Competitive total compensation
• Comprehensive health, dental, and vision insurance
• Retirement savings plans with company match
• Paid time off and holidays
• Professional development and training opportunities
• Employee assistance programs
• Opportunities to participate in community service and outreach

• Understands and adheres to workplace policies, code of conduct, privacy, and information security guidelines
• Follows all applicable security procedures and regulatory requirements (Anti-Money Laundering, Bank Secrecy Act, USA PATRIOT Act)
• Acts within authorized limits and role-specific policies and procedures

• Enterprising: We have a do-business attitude and are extremely resourceful in finding ways to work with customers. You’ll be empowered to solve problems, support clients, and seek innovative solutions in every interaction.
• Intentional: We do what we say we are going to do, and we are thoughtful about the impacts of our actions, both internally and externally. You’ll be trusted to follow through, adhere to processes, and ensure every detail is handled with care and precision.
• Responsive: We strive for frictionless banking experiences, answering the bell directly and quickly, and working to exceed expectations in every service level. You’ll provide timely support, resolve inquiries efficiently, and help clients maximize the value of our products and services.
• Considerate: We lean into community needs in the markets we serve and conduct ourselves professionally in every interaction—with customers, shareholders, coworkers, and regulators. You’ll contribute to a positive, collaborative team environment and demonstrate empathy and respect in all you do.