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, 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.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
- 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.
- Other duties as needed or assigned.
SKILLS AND ABILITIES REQUIRED:
- 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.
MINIMUM LEVEL OF PREPARATION AND TRAINING NORMALLY REQUIRED:
- Bachelor’s degree in business administration, information systems, data analytics, or related field or equivalent combination of education and relevant work experience required.
- Prior customer service, client support, account management, financial services, internship, or other client-facing experience preferred.
APPLICATION PROCESS:
You can directly apply through Cass's website at https://www.cassinfo.com/careers. Please apply directly to this position via the “Apply” button. You will be required to create an account and provide your resume, contact information and other pertinent employment information. This process typically takes 20 minutes or less. Should we find that you meet the minimum requirement of the position, a member of our recruiting team will be in touch to start the interview process.
ABOUT OUR COMPANY:
Cass Information Systems, Inc. (NASDAQ: CASS) is a leading provider of integrated information and payment management solutions. Cass enables enterprises to achieve visibility, control and efficiency in their supply chains, communication networks, facilities, and other operations. Disbursing over $94 billion annually on behalf of its clients, and with total assets of $2.5 billion, Cass is uniquely supported by Cass Commercial Bank. Founded in 1906 and a wholly-owned subsidiary, Cass Commercial Bank provides sophisticated financial exchange services to the parent organization and its clients. Cass is part of the Russell 2000®. More information is available at www.cassinfo.com.
Equal Opportunity EmployerThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree in business administration, information systems, data analytics, or a related field, or an equivalent combination of education and relevant work experience
- Prior customer service, client support, account management, financial services, internship, or other client-facing experience
- Proficiency with Microsoft Office products
- Strong analytical, problem-solving, communication, organizational, and customer relationship skills
What We Do
Cass Information Systems is a leading provider of integrated information and payment management solutions, managing more than $90 billion in spend annually on behalf of clients. Cass provides customized solutions for freight payment, telecom expense management, and utility/facilities-related expense management, and is also a behind-the-scenes payment provider for America's fintechs. The support of Cass Commercial Bank, founded in 1906, makes Cass Information Systems unique in the industry. Cass (Nasdaq: CASS) is part of the Russell 2000® Index.
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