Client Diligence Specialist
EmbursePosted 3/11/2025
Client Diligence Specialist
Emburse
Job Location
Job Summary
The Client Diligence Specialist at Emburse is responsible for supporting customer success and support teams by providing subject matter expertise on various aspects of the Emburse business, including DEI, ESG, financial standing, and information security. The role involves establishing a process to request assistance from internal customers, managing incoming requests, collaborating with functional teams, and maintaining knowledge bases. The ideal candidate has 3-5 years of experience in customer support, preferably in B2B SaaS industry, and demonstrates success in establishing internal processes and managing SLAs and KPIs. Emburse offers a competitive pay, flexible work environment, and opportunities for innovation and growth.
Job Description
Who We Are:
At Emburse, you’ll not just imagine the future – you’ll build it. As a leader in travel and expense solutions, we are creating a future where technology drives business value and inspires extraordinary results.
The Client Diligence Specialist is responsible for supporting the customer success and support
teams by providing subject matter expertise on all aspects of supporting documentation
necessary to continue business operations. These documents include requests for Emburse
policies regarding: DEI (Diversity, Equity, Inclusiveness), ESG (Environmental, Sustainability,
Governance), Financial standing and Information Security. The position will be responsible for
establishing a process by which the Customer Success, Customer Support and other internal
customers can request assistance when responding to our customer base.
In this role, you'll be the back-office support to the customer facing teams at Emburse, becoming a
Subject Matter Expert in various aspects of the Emburse business as well as owner of the process
through which metrics will be captured and SLAs provided. As Emburse continues to grow, the
increasing demands on this role may require future expansion of a team, implementation of new
tools, and continued improvement of our internal processes.
What you'll do:
- Request Management:
- Collaboration and Coordination:
- Content Management:
- Reporting and Metrics:
- Legal Compliance:
- Questionnaire Handling:
o Maintain a record of all incoming requests, including status through completion, for customer questions and questionnaires.
o Manage the upload of responses to client-specific portal platforms.
o Keep clients apprised of their inquiry status.
o Take a first pass on answers and redirections to the trust center.
o Support the broader Client Due Diligence team, a matrixed group of SMEs.
o Collaborate with functional teams across the organization.
o Coordinate with subject matter experts (SMEs) on time, following up when necessary and through completion.
o Aid content managers in maintaining RFP and Safebase databases by contacting respective SMEs.
o Flag expired content where applicable and ensure consistency across content.
o Maintain and update knowledge base to efficiently respond to repeated questions.
o Build and maintain templates for recurring questionnaires, ensuring populated content is up-to-date and appropriately answers each question.
o Track and report on metrics (net number of inquiries, new client, existing client).
o Report to leadership on items for which there is no policy.
o Liaise with the legal team to ensure adherence to contract terms.
o Responsible for the timely completion of various request types, including Environment Social Governance (ESG).
Education and Experience
- Required: A minimum of a Bachelor’s degree in Business Administration, Marketing, Technology, or a related field or equivalent experience.
- Preferred: MBA or other similar business related degree
- Required: A Minimum of 3-5 years of experience in a customer (internal or external) support role
- Demonstrated success in establishing internal processes and managing SLAs and KPIs related to the process
- Prior experience with partnering with ELT and other senior leaders to clarify and refine internal policies and procedures
- Proficiency with office productivity software, such as Microsoft Office or Google’s business suite of software
- Preferred: Experience with Client Diligence activities
- Prior experience in B2B SaaS industry.
Why Emburse?
Finance is changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s slowing them down.
• A Company with Momentum – We serve 12M+ users across 120 countries, helping businesses modernize
their finance operations.
• A Team That Innovates – Work alongside some of the brightest minds in finance, tech, and AI to solve real-
world challenges.
• A Culture That Empowers – Competitive pay, flexible work, and an inclusive, collaborative environment that
supports your success.
• A Career That Matters – Your work here drives efficiency, innovation, and smarter financial decision-making
for businesses everywhere.
Shape your future & find what’s next at Emburse.
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
