Client Account Specialist

Client Service Associate Department:

Bill Pay Reports To:

Supervisor Key Stakeholders:

Clients, Offshore Bill Pay Associates, Bill Pay Approvers, Internal Departments

IN OFFICE POSTION IN LA JOLLA, CA

Role Overview The Client Service Associate (CSA) is responsible for delivering high-touch, fintech-driven client service while overseeing the end-to-end bill pay process. Acting as a strategic financial operations partner, the CSA ensures all bill payments, reconciliations, and compliance measures are completed accurately and efficiently through collaboration with offshore Bill Pay Associates (BPAs). CSAs do not manually process payments—instead, they work in tandem with BPAs to ensure that bill pay functions are executed with precision, aligning with Plumb's fintech-forward approach and white-glove client service model. In this role, CSAs take ownership of client relationships, financial workflows, and digital bill pay systems, ensuring clients fully leverage the platform's automation, security, and reporting features. This position follows a hybrid work model, which becomes effective after 90 consecutive days of full-time in-office work. Once eligible, the CSA is required to work in-office on Tuesday, Wednesday, and Thursday, and may work remotely on other days. Work hours fall between 8 AM

• 7 PM, with exact shift assigned based on business needs.

Key Responsibilities Client Relationship Management Serve as the primary point of contact for assigned clients, maintaining consistent, high-touch service. Own all client communication, ensuring clarity, timeliness, and professionalism. Anticipate client needs and proactively offer solutions to enhance operational efficiency. Deliver a white-glove experience, maintaining trust, discretion, and strategic support at every touchpoint. Bill Pay Process Coordination Partner with offshore BPAs to support timely, accurate execution of bill payments, reconciliations, and approval workflows. Communicate client-specific expectations, deadlines, and nuances to ensure smooth processing. Collaborate with BPAs to troubleshoot payment issues and resolve discrepancies. Ensure workflows remain aligned with both client preferences and internal controls. Fintech Platform Support & Tech Liaison Guide clients in the use of the bill pay platform's digital tools (e.g., automated approvals, workflows, and reporting). Act as a liaison between clients and the internal app/platform team, facilitating feedback, support, and system enhancement discussions. Promote best practices for fintech adoption to reduce manual effort and increase transparency. Compliance & Data Integrity Monitor adherence to client-specific approval structures and internal financial controls. Maintain strict confidentiality of sensitive financial data. Identify and escalate risk indicators, noncompliance, or recurring process gaps to the appropriate internal teams. Client Onboarding & Enablement Support onboarding of new clients by setting expectations, guiding platform usage, and communicating operational protocols. Help clients optimize their bill pay configuration through fintech-driven workflows and automation suggestions. Qualifications & Requirements 2+ years of experience in client service, bill pay, financial services, or account management. Minimum 2 years of professional experience using QuickBooks Online (QBO). Familiarity with Bill.com and Sage Intacct is a plus, but not required. Strong customer service mindset, with a commitment to exceeding client expectations. Highly organized and detail-oriented, capable of managing multiple priorities and deadlines. Excellent written and verbal communication skills, with the ability to provide clear instructions and client-facing guidance. Proven problem-solving skills and the ability to think critically in a fast-paced environment. Experience with financial platforms, email systems, and collaboration tools. Experience training or onboarding offshore and/or onshore hires is a plus. Availability for flexible shifts between 8:00 AM

• 7:00 PM, based on business needs.

Hybrid schedule eligibility:

Must complete 90 consecutive days of in-office work before transitioning to hybrid (in-office Tuesday-Thursday, remote other days). Alignment with Plumb's 13 Guiding Principles Plumb's 13 Guiding Principles are the foundation of how we work, serve, and succeed. CSAs are expected to embody these values in every task, interaction, and decision: Think Plumb

• Act as one unified team, regardless of department or function. See Beyond the Numbers
• Add context, clarity, and insight to the data. Be Self-Driven, Self-Disciplined, and Self-Motivated
• Take initiative and own outcomes. Do the Right Thing, Even When It's Hard
• Lead with integrity and professionalism. Be the "White Hat"
• Show up with solutions, calm, and confidence in challenging moments. Be Interested, Not Interesting
• Listen intentionally and ask the right questions. Be Heard from the Heart
• Communicate with empathy, honesty, and respect. Be Present and Be Engaged
• Participate fully, show up ready, and contribute meaningfully. Be Responsive
• Deliver timely follow-through with precision and accountability. Be Proactive
• Stay ahead of client needs and operational risks. Manage Expectations
• Set and uphold clear, achievable expectations; no surprises. Eliminate Homework Assignments
• Make things easy for clients by giving them clear, actionable options. Learn and Grow
• Commit to continuous development and evolving your skill set.