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Client Diligence Specialist

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:
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.
  • Collaboration and Coordination:
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.
  • Content Management:
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.
  • Reporting and Metrics:
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.
  • Legal Compliance:
o   Liaise with the legal team to ensure adherence to contract terms.
  • Questionnaire Handling:
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.

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CEO of Emburse
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What You Should Know About Client Diligence Specialist, Emburse

At Emburse, we are innovating the future of travel and expense solutions, and we are looking for a Client Diligence Specialist to join our dynamic team in the United States! In this pivotal role, you'll be the backbone of our customer success and support teams, stepping in as a subject matter expert for supporting documentation that keeps our operations seamless. Your responsibilities will encompass managing client inquiries related to essential topics like DEI, ESG, financial standing, and information security. You will be responsible for handling incoming requests, ensuring timely responses, and updating client statuses while collaborating closely with various teams across the organization. Your knack for content management will shine as you assist in maintaining databases, flagging outdated materials, and building templates for recurring projects. You will also be pivotal in tracking and reporting metrics to our leadership, contributing essential data that influences our policies. With at least 3-5 years of experience in a customer support role and proficiency in productivity software, your background might include working in B2B SaaS, giving you a unique insight into the industry's needs. Join us at Emburse in our mission to create smarter financial solutions and help businesses everywhere to thrive. If you want your work to drive meaningful change, apply today and help shape our tomorrow!

Frequently Asked Questions (FAQs) for Client Diligence Specialist Role at Emburse
What are the key responsibilities of the Client Diligence Specialist at Emburse?

The Client Diligence Specialist at Emburse is tasked with providing essential back-office support to customer-facing teams. This includes managing client inquiries, maintaining documentation, collaborating with internal teams, and supporting the broader Client Due Diligence team. You'll also track and report metrics, ensuring efficient operations and compliance with legal standards.

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What qualifications are required for the Client Diligence Specialist role at Emburse?

Candidates for the Client Diligence Specialist position at Emburse should hold at least a Bachelor’s degree in Business Administration, Technology, or a related field, alongside 3-5 years of experience in customer support. An MBA or related degree is preferred, along with experience in establishing internal processes and familiarity with B2B SaaS.

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How does the Client Diligence Specialist support the customer success team at Emburse?

In the role of Client Diligence Specialist, you will act as a support pillar for the Customer Success and Customer Support teams by efficiently managing client requests and ensuring that essential documentation is readily available. You'll help streamline processes, making it easier for teams to address customer inquiries and offering valuable insights based on collected metrics.

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What does a typical day look like for a Client Diligence Specialist at Emburse?

A typical day for a Client Diligence Specialist at Emburse involves handling incoming requests, coordinating with subject matter experts, maintaining documentation, and monitoring project statuses. You'll also engage in content management tasks, analyze operational metrics, and collaborate with various teams to ensure that all client inquiries are addressed promptly and efficiently.

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What tools and software does a Client Diligence Specialist at Emburse use?

As a Client Diligence Specialist at Emburse, you will use various office productivity tools such as Microsoft Office or Google’s business suite for document management and communication. Familiarity with database management systems will also aid in maintaining RFP and Safebase databases, ensuring your work is organized and efficient.

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Common Interview Questions for Client Diligence Specialist
Can you describe your experience with client diligence activities relevant to the position at Emburse?

When answering this question, highlight your past roles where you engaged in client diligence activities. Focus on specific tasks, such as managing inquiries, maintaining documentation, or collaborating with different teams. Tailor your response to showcase your ability to streamline processes and provide a solid support structure.

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How do you prioritize tasks in a busy environment as a Client Diligence Specialist?

Employ the STAR method (Situation, Task, Action, Result) to explain your prioritization strategies. Discuss how you've assessed urgency, the impact of tasks, and how you worked to ensure that the most critical matters were addressed first, all while keeping stakeholders informed.

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What strategies do you use to maintain accurate documentation in your work?

In your response, share how you implement organized systems for documentation management, such as checklists, version control, and regular audits. Discuss how these strategies have helped you improve accuracy and efficiency in past roles.

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Can you give an example of a time you collaborated with a team to resolve a complex client issue?

Use the STAR method to craft a compelling narrative about a collaborative project. Illustrate your contribution, how you engaged with team members, and how your collective efforts led to a successful resolution, showcasing teamwork and problem-solving skills.

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What methods do you use to track and report on metrics related to client inquiries?

Explain how you establish benchmarks and utilize tools to monitor metrics effectively. Discuss your experience in compiling reports for leadership and using the data to streamline processes or improve service delivery.

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How do you handle difficult clients or challenging inquiries?

Demonstrate your interpersonal skills by discussing your approach to de-escalating tense situations. Share specific strategies you’ve employed to remain calm and professional, while still working towards a satisfactory resolution for the client.

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What experience do you have with legal compliance as it relates to customer inquiries?

Highlight your understanding of legal compliance in customer interactions, emphasizing how you have liaised with legal teams in previous roles to ensure that documentation meets contractual obligations and addresses client inquiries in adherence to established guidelines.

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How do you ensure that the templates and content you manage remain up-to-date and relevant?

In your response, detail your approach to content management, which may include regular reviews, consultations with subject matter experts, and maintaining a schedule for updates. Stress the importance of accuracy and relevance in supporting client inquiries effectively.

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Why do you want to work as a Client Diligence Specialist at Emburse?

Convey your enthusiasm for the role by connecting your experiences and career aspirations to Emburse's mission and culture. Discuss how you can contribute to their goals while also finding fulfillment in a position that leverages your expertise in customer support and diligence.

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What do you think is the most important quality for a Client Diligence Specialist?

Articulate that key qualities include strong communication skills, attention to detail, the ability to work collaboratively, and a solid understanding of compliance and documentation processes. Provide examples from your experience that illustrate these traits.

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Emburse humanizes work by empowering business travelers, finance professionals and CFOs to eliminate manual, time-consuming tasks so they can focus on what matters most.

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Full-time, on-site
DATE POSTED
March 24, 2025

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