Customer Payment Support Specialist

As a Customer Payment Support Specialist you will serve as a front-line resource for customers who have questions concerns or issues related to payments billing and account reconciliation. You will ensure timely and accurate payment handling respond to customer inquiries via phone email and chat investigate discrepancies and work closely with internal teams (billing collections finance) to provide a seamless customer experience. Your role supports both operational accuracy and customer satisfaction by maintaining best practices in payment processing documentation and compliance with relevant policies.

Key Responsibilities

Respond to incoming customer inquiries (phone email chat) regarding payments billing refund status account balances payment methods and disputes.

Accurately post apply and reconcile payments to customer accounts in the companys systems.

Investigate and resolve payment discrepancies missed payments unapplied cash and billing issues.

Work with customers to understand their payment concerns and provide clear explanations of payment terms methods schedules and policies.

Escalate complex issues (fraudulent payments chargebacks etc.) to senior payment support or finance teams with complete documentation.

Monitor and maintain payment transaction records ensure compliance with internal controls audit trails regulatory and company policy requirements.

Provide feedback and recommendations for process improvements in payment workflows customer communication and system enhancements.

Collaborate with cross-functional departments (Accounts Receivable Collections IT Customer Service) to resolve payment-related issues quickly.

Meet performance and service quality metrics (e.g. accuracy timeliness customer satisfaction first-contact resolution).

Participate in training maintain up-to-date knowledge of payment technologies methods and regulatory requirements (e.g. PCI ACH rules).

Qualifications & Skills

High school diploma or equivalent required; Associates degree or relevant college coursework preferred.

3 years of experience in customer service billing payment processing or financial services preferred.

Strong verbal and written communication skills; ability to explain payment issues clearly and professionally.

Excellent attention to detail strong analytical and problem-solving skills to investigate discrepancies and resolve issues.

Proficiency with Microsoft Office (Excel Outlook) and comfort working with payment or billing systems; ability to learn new software quickly.

Ability to work independently and as part of a team in a fast-paced environment prioritize tasks and meet deadlines.

Customer-centric mindsetempathetic patient and service-oriented.

Understanding of payment methods (e.g. credit-debit cards e-wallets bank transfers ACH) and willingness to learn applicable regulations.

Comfortable handling confidential information and following compliance standards.

Benefits

Paid time off (vacation sick leave holidays).

Health dental and vision insurance (company-sponsored).

Retirement plan (401(k) with company match where applicable).

Employee wellness programs and support.

Opportunities for career advancement training and professional development.

Flexible working hours (30-40 hours/week) and possibly remote/hybrid work arrangements.

Performance bonuses or incentive pay (as company policy).

Equipment and resources to perform job effectively (especially if remote).

Additional Information

Typical work schedule: MondayFriday business hours with possibility of evening or weekend shifts depending on customer coverage.

May require access to high-speed internet if remote and commitment to maintain a productive work environment.

Company is an equal opportunity employer and values diversity in its workforce.