Full-Time
Client Support Analyst I
Posted on 9/9/2025
SWBC
11-50 employees
Diversified financial services: insurance, mortgage, investments
No salary listed
San Antonio, TX, USA
In Person
 Customer Experience & Support (1) |
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- High School or GED equivalent required.
- Minimum of one year of experience performing client support of company products, quality customer service or other related experience required.
- Working knowledge of personal computers to include Microsoft Office skills, including Outlook, Word, Excel and SaaS applications.
- Multi-tasking skills.
- Excellent listening skills.
- Detail oriented.
- Proficient data validation skills.
- Call center or customer assistance skills.
- Excellent organizational skills.
- Excellent verbal and written communication skills.
- Strong analytical and problem resolution skills.
- Able to use basic office equipment, including copy machine, personal computer, and fax.
- Able to sit for long periods of time performing sedentary activities.
- Able to push, pull, and lift up to 20 lbs. of files, supplies, documents, or other related items.
- Initiates and maintains setups in multiple platforms for new and existing clients.
- Assists clients during outages or issues and keeping them advised of status and ultimate closure.
- Maintains limits within clients setups and assisting with temporary limit increases, as needed.
- Creates and maintains Notice of Change (NOC) follow-up for ACH transactions following NACHA rules and company procedures for notifications, follow-up and ultimate closure of NOC cases.
- Creates and maintains returns/processing error follow-up for ACH, loan level settlement transactions.
- Follows NACHA rules and company procedures for notifications, follow-up and resubmission of returns/processing error cases.
- Provides clients with invoices or billings from SWBC, SWIVEL Payments and card processing vendors.
- Answers billing related questions and maintaining pricing in setups.
- Working with clients and handling chargebacks from card processors.
- Completes Pending card transactions from notification to update of status in SWIVEL Payments, for all card processors.
- Assists clients with secure file transfers or questions on files, not limited to: Posting and validation files.
- Documents and works with Product on enhancement requests from clients and support team.
- Decommissions client setups upon cancelation, termination or due to lack of activity.
- Uses partners and tools to scale people, process, and technology capabilities across client support functions.
- Uses these tools to improve service levels and provide quality service to our clients. Increase client satisfaction and profitability.
- Be professional, courteous and build quality relationships, while providing prompt assistance to our clients.
- Manages client and internal communications through case management system for all correspondence providing documentation of event and ultimate resolution.
- Be a positive contributor to the Client Support team and encourage fellow employees to be the same.
- Performs all other duties as assigned.
SWBC (Southwest Business Corporation) is a diversified financial services provider offering a broad mix of products for individuals, businesses, and financial institutions. For individuals, it delivers personal insurance, mortgage services, and wealth management. For businesses, it provides business insurance and employee benefits consulting. It also partners with financial institutions to support mortgage management and consumer lending. The company operates as a one-stop shop for financial needs, earning revenue from service fees, commissions on insurance products, and investment-related returns. Unlike firms focused on a single niche, SWBC combines insurance, mortgage, and investment services with consulting, risk management, and lending support to create a comprehensive suite of financial solutions.
Company Size
11-50
Company Stage
N/A
Total Funding
N/A
Headquarters
San Antonio, Texas
Founded
1976
Simplify's Take
What believers are saying
- Transamerica partnership launched June 2025 simplifies SMB retirement plans nationwide.
- Kevin Graham joined September 2023 to expand private market investment offerings.
- Angelica Palm as CMO drives brand strategy across 50 states and Mexico.
What critics are saying
- Transamerica commoditizes retirement services, eroding SWBC margins within 12 months.
- Texas property tax declines cut municipal bond deal flow in 12-24 months.
- ERISA fiduciary breaches in SECURE 2.0 plans trigger DOL fines within 12 months.
What makes SWBC unique
- SWBC integrates insurance, mortgages, and wealth management as one-stop financial shop.
- Municipal bond underwriting exceeds $1B since 2018, focusing Texas public entities.
- Reinsurance division led by Jim Pangburn maximizes financial institution partnerships.
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Benefits
Health Insurance
401(k) Retirement Plan
Work/Life balance
Employee engagement activities and recognition awards
Years of Service awards
Career enhancement and growth opportunities
Leadership Academy and Mentor Program
Continuing education and career certifications
Variety of healthcare coverage options
Wellness Program
Company News
Joan Cleveland, President and CEO of SWBC Life Insurance Company, has been appointed to the Texas Life and Health Insurance Guaranty Association Board of Directors by the Texas Commissioner of Insurance. Her term runs until 30 September 2031. Cleveland brings over 30 years of leadership in the life and health insurance industry. At SWBC, she oversees strategic market development, product innovation and distribution strategies for the company's life insurance operations. She serves on the boards of the Life Insurers Council and Consumer Credit Industry Association, and has previously been recognised as one of the Top 100 Women in Finance. TLHIGA protects Texans by ensuring they receive insurance policy benefits if a licensed insurer becomes insolvent.
SWBC, a diversified financial services company based in San Antonio, has appointed Angelica Palm as its new Chief Marketing Officer. Palm brings over 20 years of senior-level experience in marketing, communications and brand strategy. Palm joins from Texas Partners Bank, where she spent 10 years, most recently as Senior Vice President, Marketing and Communications Director. In that role, she led enterprise-wide brand development and customer engagement initiatives across multiple markets. She holds a Bachelor of Science in Broadcast Journalism from Texas Christian University and has previously worked at Giles-Parscale, McDonald's Corporation and Moroch Advertising. As CMO, Palm will lead SWBC's marketing initiatives across the organisation's operations in all 50 US states and Mexico.
Kenneth Johnson, Director of International Markets & Business Development at SWBC Insurance Services, has been appointed Vice President of Asociación de Empresarios Mexicanos (AEM) San Antonio for 2026. The organisation has supported Mexican and Latino entrepreneurs for nearly six decades. In his new role, Johnson will focus on expanding entrepreneurship programmes, enhancing cross-border business resources, and relaunching the AEM Young Entrepreneurs Committee in partnership with local universities. He will also collaborate with the Mexican consulate in San Antonio to support women entrepreneurs. A graduate of Leadership San Antonio Class 49, Johnson previously co-founded a local soccer club in 2017. He holds a Bachelor of Arts in Finance from The University of Texas at San Antonio.
BALTIMORE, June 5, 2025 /PRNewswire/ -- Transamerica today launched the SWBC Retirement Plan Exchange, which was established with SWBC to help grow and offer competitive retirement benefits with less cost and hassle.The solution features two options:Retirement Plan Exchange ® Solution (Exchange) – employers choose from a cost-efficient menu of features, while TAG, a national third-party administrator and a wholly owned subsidiary of Transamerica, files Form 5500 and handles day-to-day administration.– employers choose from a cost-efficient menu of features, while TAG, a national third-party administrator and a wholly owned subsidiary of Transamerica, files Form 5500 and handles day-to-day administration. Choice Pooled Employer PlanSM (PEP) – employers may elect to join a single pooled plan maintained by Transamerica Fiduciary Services as the pooled plan provider, providing one combined 5500 and streamlined fiduciary oversight.SWBC Wealth Management will serve as financial advisors, while SWBC Retirement Plan Services will offer ERISA 3(38) investment fiduciary services. TAG will provide ERISA 3(16) administrative fiduciary services to plan sponsors and participating employers in the PEP. This collaboration takes advantage of the SECURE 2.0 Act, which makes it easier and more appealing for businesses to adopt pooled plans."Collaborating with Transamerica lets us deliver measurable value to clients," said Kyle Hittle, MBA, Wealth Advisor, SWBC Wealth Management. "Together, we can simplify plan administration and enhance employees' financial well-being across the country."SWBC Wealth Management advisors support plan sponsors by simplifying the management of retirement plans, reducing administrative burdens, and ensuring a smooth experience at a competitive price. They focus on increasing participation through coordinated enrollment meetings, providing investment education and guidance, conducting regular plan reviews, and suggesting enhancements to meet the needs of all participants."Transamerica is proud to be an industry leader in retirement solutions and support hundreds of thousands of small business employees in achieving financial freedom
SAN ANTONIO, July 25, 2024 /PRNewswire/ -- SWIVEL, a transaction enablement fintech that removes friction in the movement of money for financial institutions and other payment communities, announced today its integration with Apple Pay® that enables its credit union and community bank clients to accept loan payments from members and customers through the mobile wallet. The whole idea of digital wallet technology is to provide a frictionless, easier payment experience for consumers.Jason O'Brien, CEO of SWIVEL. Within financial services, there exists a requirement in which institutions will not accept certain forms of payment (such as a credit card) against a consumer loan or auto loan. SWIVEL's integration with Apple Pay is unique in that it features a proactive capability that automatically filters cards loaded within a consumer's Apple Pay wallet and presents only the cards that can be used as acceptable payment options for an individual loan. This is strategically beneficial for credit unions and banks as it improves the customer experience by streamlining the loan payment process while improving the performance of payment reminders sent to customers through the mobile channel."The whole idea of digital wallet technology is to provide a frictionless, easier payment experience for consumers, but too often the opposite is the case when non-accepted payment options are presented to the consumer," said Jason O'Brien, CEO of SWIVEL. "With our innovative Apple Pay integration, we are solving that problem for the financial institutions we serve, supporting better digital banking experiences for their customers and driving better loan payment performance through the channel."