Sr Client Services Specialist

What We Do

Navigator is a FinTech company that provides thoughtful solutions and technology for sending money around the world while managing the complex regulatory requirements surrounding those transactions. Coupling technological innovation with strategic partnerships, Brightwell offers technology for businesses and individuals to expand their own portfolio into cross-border payments (including bank transfers, mobile wallets, or cash). Providing unmatched fraud and transaction monitoring and backed by an in-house team of global payments experts, Brightwell offers options when it comes to managing and moving money around the globe.

Who We Need

We’re searching for a Senior Client Services Specialist to join our crew. As our ideal Senior Client Services Specialist, you will act as the primary contact for our established clients, serving as their go-to person. You’ll lead regular meetings with your clients and work to resolve their concerns, being able to quickly determine what needs to be escalated and what you can handle. These are high-touch relationships to provide exceptional working relationships with our clients. We are a growing and energetic team building toward best-in-class, human-centered service and looking for a like-minded individual to join us. (This is NOT a sales/business development role.)

What You’ll Do

Latitude Refunds

• Serve as a senior escalation point and strategic liaison between Brightwell, Latitude clients, and our technology provider, ensuring alignment and efficient resolution of complex issues.
• Oversee Tier 1 support workflows in partnership with the Latitude Customer Support team, ensuring timely resolution of inquiries while acting as the primary escalation contact for high-impact or sensitive issues.
• Collaborate with Account Managers to shape meeting agendas and lead or contribute to client and partner status meetings, driving clear communication, accountability, and forward progress.
• Proactively communicate and position new product features and initiatives to clients, aligning capabilities with their operational needs and long-term objectives.
• Own the development, standardization, and continuous improvement of Latitude product and process documentation to enhance team efficiency, scalability, and knowledge sharing.

Navigator Payroll

• Own the end-to-end resolution of client needs across email and phone channels, ensuring timely, high-quality outcomes and a consistently positive client experience.
• Act as a primary escalation point and strategic liaison between Brightwell account holders and Account Management, driving alignment across product, production, and operational team.
• Cultivate and maintain strong, trust-based relationships with clients and cross-functional partners to support long-term engagement and success.
• Lead and facilitate client and stakeholder status meetings, providing clear insights on progress, risks, and opportunities for enhancement.
• Drive optimization of client payroll operations, identifying efficiencies and implementing process improvements to enhance accuracy and scalability.
• Proactively analyze trends, recurring issues, and root causes to develop sustainable solutions and prevent future disruptions.
• Partner with clients to communicate and position new product features and initiatives, ensuring alignment with their operational needs and strategic goals.
• Apply a deep understanding of each client’s business objectives to inform problem-solving, solution design, and service delivery.
• Develop positive client relationships and strong relationships within the integrated team.

Take on other duties, as assigned.

Requirements:
As an Account Specialist, you have

• 5+ year of client account management or client facing experience.
• 5+ year of experience supporting user-facing software.
• Experience in Microsoft Office (including PowerPoint, Outlook, and Excel)
• Excellent analytical and problem-solving skills.
• Excellent written and oral communication abilities.
• High level of attention to detail.
• Outstanding customer service skills.

We’ll give you extra credit for

• Visa and/or MasterCard regulation knowledge
• Banking or financial services experience
• Knowledge of international wire transfers
• Debit, credit, or prepaid card experience

Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.

Benefits:
What We’re Offering in Return

• Freedom: We trust you to do your thing and do it well.
• Professional Development: We work with you to grow your skills and push you forward.
• Travel: You will get the unique opportunity to travel on ship to meet with crew members around the world.
• Entrepreneurship: We embrace new ideas and people who have the drive to see them through. If you are a doer, look no further!
• Benefits: Medical, dental, vision, disability insurance, 401k, flexible spending accounts, parental leave, paid vacation, and more.
• Random: Snacks, Ping-Pong table, company events (happy hours, outings to local games, etc.)