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

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