Job Summary:

 

As a Payer Support Specialist, you will serve as our customers' primary point of contact, providing exceptional service and support. Your primary responsibilities include assisting payers with processing payments, system registration, addressing customer inquiries, resolving issues, and ensuring customer satisfaction in English and Spanish. Additionally, you will support the Tier I Payer Support team, conduct daily audits, and manage payer questions via email. You will collaborate closely with other team members to deliver a seamless and positive experience for our payers.

 

The working hours for this role will be between the hours of 8 AM ET – 5 PM ET.

 

Responsibilities:

• Identify and assess payer needs to ensure a high level of customer satisfaction
• Utilize resources and ask for assistance as necessary to ensure accuracy when assisting the payer
• Demonstrate proficiency in assisting payers on the matters below:
  • Registration of services (i.e., Web, Online, and Mobile)
  • Assisting payers with making payments (i.e., Utility, Citation, Tax, Rent, etc.)
  • Setting up auto-pay for payers
• Efficiently and accurately make eCheck and credit card payments for payers
• Demonstrates ability to follow standard scripts/talk tracks while assisting payers
• Maintain defined call and report metrics (i.e., AHT, calls per day, Abandon, clean days, etc.)
• Ensure PCI standards with the payer’s confidential information
• Provide accurate, valid, and complete information to payers by using the systems and tools provided
• Become proficient at processing basic reports (i.e., Hold Report and Duplicate Payment Reports) and Tier II reporting (i.e., PCS, Audit, ACH, Bank Bill Pay)
• Assist payers in troubleshooting website and IVR navigation
• Expand knowledge and proficiency in communicating with payers
• Ability to analyze and resolve moderately complex payer issues
• Proactively assess where help is needed (i.e., phones, emails, GLIP, reports) and take the initiative to assist
• Support Tier I team members as needed

 

Required Knowledge & Skills:

• Fluent in English and Spanish; excellent written and verbal English and Spanish communication skills 
• Ability to work independently and as part of a team
• Great attention to detail
• Active listening, problem solving & critical thinking skills
• Improving customer experience with a positive attitude
• Self-starter with a strong ability to problem-solve
• Use good judgment and know when to escalate items of concern
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, etc.)
• Flexibility to adjust with shifting departmental needs
• Positive attitude and willingness to learn

 

 

Education:

• Bachelor’s or Associate’s Degree in relevant field or applicable work experience

 

 

Experience:

• 2-4 years of customer service experience
• In depth knowledge of electronic bill payment and presentment (EBPP) is a plus