Overview As Client Service Manager in Embedded Finance, you own the day-to-day client request lifecycle and ensure timely, accurate responses across internal teams. You translate complex technical details into clear business updates and maintain strong client communication to improve responsiveness and accountability. This hands-on service management role emphasizes operational excellence, governance, and cross-functional collaboration to enhance the client experience. You will work in a fast-paced environment on optimization and escalation processes, with a clear impact on service quality and client satisfaction. Join a role that shapes how we support embedded finance capabilities for customers at a
Compensation / Benefits- annual incentive opportunity
Responsibilities- Monitor the Client360 queue for assigned clients and manage inquiries to closure
- Assess urgency, impact, required information, and SLA risk; prioritize and escalate as needed
- Perform initial triage using platform tools and documented procedures
- Coordinate requests with Product, Operations, Client Services, Technology, or third parties
- Serve as central point of coordination with timely client updates and final resolution clarity
- Identify aging or high-severity items and drive action plans and leadership visibility
- Produce recurring reporting on ticket volumes, aging, severity, and performance
- Analyze queue data to identify recurring issues and improvement opportunities
- Maintain accurate ticket documentation including impact, troubleshooting, and closure details
- Partner with relationship managers for operational reviews and risk communications
- Develop dashboards and reporting views using Excel; support Power BI where applicable
- Help improve intake standards, escalation paths, and repeatable service procedures
Key requirements- Bachelor's degree in Business, Information Systems, Technology, Operations, or related field
- 3+ years in client service, technical support, or service operations
- Experience owning or coordinating ticket queues across teams
- Strong client orientation and ability to translate technical details into business updates
- Knowledge of ticket triage, severity, escalation, and SLA monitoring
- Strong analytical and problem-solving skills with data-driven mindset
- Advanced Excel skills (pivot tables, lookups, formulas, charts)
- Familiarity with enterprise tools; Client360 experience preferred but not required
- Ability to manage competing priorities in a fast-paced environment
- client orientation
- clear written and verbal communication
- analytical thinking
- Microsoft Excel advanced (pivot tables, lookups, charts)
- Power BI (or ability to support) reporting
- Client360
