Client Support Specialist

JOB SUMMARY

• Provides Level 1 (L1) technical and operational support to participants, ensuring inquiries, complaints, and service  requests are addressed accurately and within agreed SLAs.

• Performs initial issue triage, identifies priority and impact, gathers complete information, and escalates complex or  high-impact concerns to the appropriate technical or operations support teams.

• Monitors and analyzes recurring issues, complaint trends, resolution performance, and participant feedback to  identify root causes and service improvement opportunities.

• Coordinates closely with Operations, IT, Risk & Compliance, Finance, and other internal teams to resolve  participant concerns and ensure consistent service delivery.

• Supports regulatory and compliance reporting, ensuring assigned reports and documentation are complete,  accurate, and submitted on time.

• Participates in ATM and InstaPay post-validation activities, including production testing, release validation, issue  documentation, and operational readiness checks.

• Maintains proactive communication with participants and partners and ensures concerns, escalations, follow-ups,  and service requests are properly tracked and documented.

QUALIFICATIONS

• Bachelor’s degree in Business, Information Technology, or related field.

• At least 3–5 years of experience in client support services, preferably within banking, payments, or financial  services.

• Good working knowledge of InstaPay operations, ATM operations, and client/participant servicing.  • Strong experience in:

o Client/participant support

o Complaint and case handling

o Issue triage and escalation

o SLA monitoring

o Root cause analysis

o Service documentation and reporting

o Cross-functional coordination

o Compliance and audit support

• Strong communication, customer orientation, collaboration, resilience, and attention to service quality.

HIGHLY PREFERRED

• Experience supporting banking or payment operations, particularly ATM and InstaPay.

• Experience working directly with banks, payment participants, members, or institutional clients.  • Familiarity with service desk/ticketing systems, issue prioritization, SLA monitoring, and escalation management.  • Exposure to production validation, system releases, testing, or operational readiness activities.  • Experience handling regulatory, compliance, or audit-related documentation.