In the Customer Service Banking Specialist role, you will directly support the Apiture Digital Banking platform, serving as a trusted problem‑solver for our customers and users. You will respond to issues through calls, chats, tickets, and emails, diagnose production‑level issues, identify trends, and collaborate with internal teams and vendors to drive timely resolution. You will also serve as a strong voice for our users, partnering with the Product team to help make CSI more intuitive, effective, and user‑friendly.
Why This Role Matters
You help Drive Impact by ensuring customers experience reliable, seamless digital banking—enabling financial institutions to better serve their communities while continuously improving our platform through insight, empathy, and results.
Key Responsibilities
- Resolve customer issues efficiently: Respond to helpdesk tickets promptly, prioritize incoming issues, develop effective workarounds, and clearly communicate resolutions to impacted users.
- Diagnosing and troubleshoot complex issues: Perform thorough research using available tools, documentation, and data to identify root causes and drive effective resolutions.
- Deliver excellent customer experiences: Handle incoming calls and chats in a professional, friendly, and resolution‑focused manner that builds trust and confidence.
- Collaborate cross‑functionally: Partner with Product, QA, and Development teams to ensure systemic issues are addressed in alignment with severity, priority, and business impact.
- Ensure compliance and consistency: Follow CSI and Apiture policies, standards, and procedures to ensure accuracy, security, and compliance.
- Contribute to continuous improvement: Create, update, and maintain Support knowledge‑base content to improve efficiency and self‑service.
- Support business needs as they evolve: Perform other duties as needed to support team and organizational success.
A collaborative, customer‑focused Support team that values organizational agility, empowerment, and shared ownership. You’ll work closely with cross‑functional partners in an environment that encourages curiosity, continuous improvement, and meaningful impact—where your ideas and contributions truly matter.
To Succeed in This Role, You Should Have
- Associate's degree or equivalent relevant experience.
- 2 plus years of customer support experience working directly with customers in a support or service capacity.
- Excellent communication and organizational skills.
- Ability to thrive in a fast‑paced environment requiring constant prioritization; strong written and verbal communication skills
- Ability to remain effective under pressure and navigate tight deadlines.
- Ability to make decisions and exercise discretion when appropriate.
- Banking/Fintech.
- Comfortable with technology and open to learning and adopting new tools.
CSI provides rewarding and challenging career opportunities for our employees. When determining your pay, we consider various factors such as your skills, qualifications, experience and location. Along with a competitive salary, this position includes eligibility for incentive awards based on both individual and business performance. We also offer a comprehensive range of benefits. To learn more about our benefits, visit: Benefits Summary
CSI is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, physical and mental disability, marital status, veteran status, or any other characteristic protected by applicable law. If you need an accommodation during the recruitment process, please email us at recruiter@csiweb.com and we will work with you to meet your accessibility needs.
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Visa Sponsorship: We are unable to offer visa sponsorship for this position. Applicants must be authorized to work in the United States without the need for sponsorship now or in the future.
