Client Service Associate

Client Service Associate
•   Department: Bill Pay Operations
•   Reports To: Client Service Supervisor
•   Key Stakeholders: Clients, Offshore Bill Pay Associates, Bill Pay Approvers, Internal Departments
•   FLSA Status: Non-Exempt (Hourly) Role Overview

The Client Service Associate (CSA) is the primary owner of the client experience in Plumb's Bill Pay department. CSAs are responsible for managing the full financial operations lifecycle for their assigned clients-ensuring bills, approvals, reconciliations, and reporting are executed accurately, proactively, and with white-glove precision.

CSAs do not manually process payments. Instead, they direct, monitor, and coordinate with offshore Bill Pay Associates (BPAs) to deliver a seamless, error-free workflow. From managing QBO files and client SOPs to anticipating approval delays and spotting risk patterns, CSAs are the drivers of client confidence and operational accuracy.

This role demands strong communication, proactive problem-solving, technical fluency, and a service mindset that doesn't settle. CSAs are also expected to document their processes, maintain clean workflows, and enable cross-training-ensuring the role is replaceable by design and scalable across the team.

This is a non-exempt (hourly) position. For all employees hired on or after January 1, 2025, the first 90 consecutive days of employment are required to be fully in-office. After this period, the CSA transitions to a hybrid schedule, working in-office Tuesday, Wednesday, and Thursday, with the option to work remotely on Mondays and Fridays. Standard work hours fall between 8:00 AM and 7:00 PM, with exact schedules determined by business needs.

Key Responsibilities

Client Ownership & Communication
•  Act as the primary point of contact for assigned clients, delivering consistent, high-touch communication
•  Own every aspect of the client relationship: approvals, reconciliations, escalations, and documentation
•  Provide proactive updates, anticipate questions, and deliver solutions before clients ask
•  Manage a book of clients with varying complexity, adapting to shifts in volume and service levels as directed by the supervisor
•  Communicate clearly and professionally across email, phone, meetings, and digital tools Bill Pay Workflow Management
•  Oversee the full bill pay lifecycle for each client, ensuring timely execution by coordinating with BPAs
•  Communicate client-specific expectations, due dates, and compliance needs to your offshore team
•  Spot issues early and course-correct quickly to prevent errors or delays
•  Review process alignment regularly to ensure it meets both client needs and internal controls Reconciliations, SOPs & File Oversight
•  Review and maintain accurate client SOPs and internal documentation
•  Ensure reconciliations are up to date and correct, escalating unusual activity or missing data
•  Keep QBO files organized, rules clean, and digital folders audit-ready
•  Monitor recurring client tasks and requirements to stay ahead of deliverables Platform Enablement & Support
•  Help clients adopt and maximize digital tools including automated approvals, workflows, and reporting
•  Serve as a liaison between the client and internal app team to provide feedback and resolve platform questions
•  Promote fintech adoption to reduce manual work, eliminate risk, and improve reporting Compliance & Risk Prevention
•  Maintain strict adherence to financial controls and client-specific approval structures
•  Flag inconsistencies, incomplete documentation, or patterns that pose operational or compliance risk
•  Keep sensitive data secure and ensure all workflows support audit-readiness Client Onboarding & Transition Support
•  Support onboarding by guiding clients through process setup, platform use, and communication expectations
•  Review initial workflow configurations and help refine processes during early implementation Pod-Based Collaboration
•  Participate in a Plumb Pod of CSAs who cover for one another during PTO, workload shifts, or OOO days
•  Communicate regularly with your Pod to ensure no client coverage gaps occur
•  Participate in monthly Pod check-ins and contribute to group accountability
•  Share updates and handoffs to maintain white-glove service across the team Other Duties as Assigned
•  Perform other related duties as assigned to support team, client, or business needs Qualifications & Requirements
•  2+ years of experience in client service, bill pay, financial operations, or account management
•  Minimum 1 year of hands-on experience using QuickBooks Online (QBO)Familiarity with and Sage Intacct is a plus, but not required
•  Exceptional written and verbal communication skills
•  Highly organized, self-directed, and able to manage competing deadlines
•  Technically fluent and comfortable learning new platforms
•  Strong attention to detail and quality assurance
•  Able to proactively solve problems, reduce risk, and drive improvements
•  Experience supporting or training offshore teams is a plus
•  Must be available for shifts between 8:00 AM - 7:00 PM as determined by business needs
•  Reliable high-speed internet and a backup power supply are required
•  Strong alignment with Plumb's 13 Guiding Principles and commitment to continuous improvement
•  Hybrid schedule eligibility: Must complete 90 consecutive days of in-office work before transitioning to hybrid (in-office Tuesday, Wednesday, and Thursday; remote Monday and Friday)
•  Performs other duties and responsibilities as assigned to support business needs, team goals, or operational continuity. Key Performance Indicators (KPIs)
•   Cleanup Score: 95% compliance in assigned client files
•  Measured by percentage of issues resolved within 5 business days, correct QBO rule usage, and naming convention accuracy
•   Client Response Time: 100% of client emails and messages responded to within 24 business hours
•   Approval Follow-Up: Follow up daily on unapproved items using both email and phone, where appropriate, to ensure timely client action
•   Reconciliation Review: Review reconciliations within 2 business days of submission by the Reconciliation Associate
•   SOP Maintenance: Review and update each assigned client SOP no less than once per quarter
•   Escalation Timeliness: Escalate unresolved client or process issues within 1 business day
•   Time Tracking Accuracy: Submit weekly time logs with
•   Pod Participation: Participates in all scheduled Pod check-ins, ensures coverage handoff when OOO, and shares updates weekly
•   Training Contribution: Participates in onboarding and training of new CSAs and BPAs as requested by Supervisor
•   Client Feedback Score: Maintain positive client feedback through surveys, check-ins, or supervisor evaluations Alignment with Plumb's 13 Guiding Principles (+1)

As a CSA, you own the client experience. You build trust through clarity, consistency, and calm- no chaos, no guesswork.

•   Think Plumb - Collaborate cross-functionally with BPAs, Approvers, and internal teams to ensure payments are processed correctly and clients feel supported from every angle
•   See Beyond the Numbers - Explain what's behind the bill or the balance-not just that it exists. Anticipate client questions and provide answers before they're asked
•   Be Self-Driven, Self-Disciplined, and Self-Motivated - Follow up with BPAs without being reminded. Push client workflows forward. Don't wait to be told-own your book of business
•   Do the Right Thing, Even When It's Hard - Have the tough conversation when a client's process is causing delays. Speak up when controls are bypassed, even if it's uncomfortable
•   Be the "White Hat" - When a payment fails or a vendor pushes back, be the steady voice with a clear plan-never reactive, always composed
•   Be Interested, Not Interesting - Dig into the "why" behind client requests so you can offer smarter, more strategic solutions-not just surface-level fixes
•   Be Heard from the Heart - Whether correcting a process or setting boundaries, always do it with kindness and clarity. People remember how you made them feel
•   Be Present and Be Engaged - Know your clients, your queue, and your platform. Join meetings prepared and bring insights that move the conversation forward
•   Be Responsive - Clients shouldn't have to chase you. Close the loop quickly, accurately, and with a tone that reinforces confidence
•   Be Proactive - If an approval's been sitting too long or a vendor email looks off, don't wait-step in before it becomes a problem
•   Manage Expectations - Let clients know when they can expect updates, what's needed from them, and what success looks like-then deliver exactly that
•   Eliminate Homework Assignments - Don't send an email that creates more questions. Offer choices, explain implications, and simplify every step possible
•   Learn and Grow - Stay current with app features, workflow updates, and client trends - because better skills mean better service
+1. Be Replaceable by Design . click apply for full job details