Client Support Advocate

Client Support Advocate

The Client Support Advocate serves as the primary liaison for Payliance's top-revenue consumer lending clients, ensuring smooth payment processing experiences and high-touch, proactive support. You'll resolve inquiries promptly, follow compliance guidelines in a highly regulated environment, and act as a trusted advocate for the needs of our most valuable lending partners.

In this role, you will work closely with internal teams, and all escalations, cross-functional collaboration, and relaying of strategic client feedback will be done in direct partnership with the VP, Strategic Customer Support. This role is ideal for a detail-oriented, empathetic support professional seeking meaningful impact in a fintech environment where client relationships drive success.

Client Relationship & Support

1. Serve as the first point of contact for top-revenue consumer lending clients regarding payment processing for all product lines, reporting needs, and transaction inquiries.

2. Provide clear, accurate guidance on payment workflows, compliance requirements, and system functionality.

3. Act as a trusted advisor by proactively identifying opportunities to enhance the client experience and reduce friction in payment processes.

4. Educate clients on best practices for secure payment handling and fraud prevention.

Issue Resolution & Investigation

1. Investigate and resolve payment discrepancies, failed transactions, and reconciliation issues.

2. Escalate complex technical, operational, or compliance-related issues directly to the VP, Strategic Customer Support, ensuring visibility and rapid action.

3. Ensure all client interactions adhere to company policies and regulatory standards.

4. Maintain detailed records of client interactions in Salesforce for audit and compliance purposes.

Cross-Functional Collaboration & Insights

1. Generate reports on recurring issues, transaction trends, and client feedback to inform process improvements.

2. Collaborate with product, operations, and engineering teams to relay client insights, themes, and strategic feedback through the VP, Strategic Customer Support, enabling informed roadmap decisions.

3. Represent client needs internally and partner with teams to ensure timely and effective issue resolution.

Work Environment

On-site in Columbus, OH or San Diego, CA preferred; open to remote for the right candidate. Occasional travel may be required for client meetings, team collaboration, or regional events.

Equal Employment Opportunity

Payliance is an equal opportunity employer. We value diversity and strive to create an inclusive workplace for everyone. Discrimination or harassment of any kindbased on race, color, sex, religion, sexual orientation, gender identity, national origin, age, disability, genetic information, or pregnancyis not tolerated. We also ensure that qualified individuals with disabilities are treated fairly in all aspects of employment. Reasonable accommodations are available throughout the application and employment process.

Requirements

What You'll Bring

Required Qualifications

1. 1+ years of experience in client support, financial services, or payment processing roles.

2. Strong communication and problem-solving skills, with the ability to support high-value clients.

3. Ability to manage multiple priorities in a fast-paced, high-volume environment.

4. Proven skill in representing customer needs and partnering with internal teams.

5. Basic proficiency in Salesforce and Microsoft Office Suite.

6. Attention to detail and ability to work with accuracy in a compliance-sensitive environment.

7. Strong organizational skills with ability to maintain detailed records and documentation.

Preferred Qualifications

1. Bachelor's degree in Business, Finance, or related field.

2. Familiarity with payment platforms, ACH, card processing, and reconciliation workflows.

3. Experience in lending, fintech, or highly regulated industries.

4. Knowledge of regulatory compliance frameworks and audit requirements.

5. Experience with payment platform systems and transaction management tools.

How Your Success Will Be Measured

1. Client satisfaction: responsiveness, issue resolution quality, and feedback from top-revenue clients.

2. Issue resolution time: speed and effectiveness in resolving payment discrepancies and client inquiries.

3. Compliance accuracy: adherence to regulatory standards and audit trail documentation.

4. Escalation quality: appropriate escalation of complex issues with clear context and documentation.

5. Process improvement contributions: insights and recommendations leading to operational improvements.

6. Cross-functional collaboration: effectiveness in relaying client feedback and working with internal teams.

7. Data quality: accuracy and completeness of Salesforce records and client interaction documentation.