Payer Support Specialist
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Job Location:
Monthly Salary:
Posted on:
3 days ago
Vacancies:
1 Vacancy
Job Summary
About InvoiceCloud:
InvoiceCloud is a fast-growing fintech leader recognized with 20 major awards in 2025 including USA TODAY and Boston Globe Top Workplaces multiple SaaS Awards wins for Best Solution for Finance and FinTech and national customer service honors from Stevie and the Business Intelligence Group. Judges also highlighted our mission to reduce digital exclusion and restore simplicity and dignity to how people pay for essential services as well as our leadership in AI maturity and responsible innovation. Its an award-winning purpose-driven environment where top talent thrives. To learn more .
- Serves as the primary point of contact for payers taking responsibility for resolving inquiries and issues through to completion.
- Ensures accurate handling of payer transactions registrations and requests while maintaining confidentiality and PCI compliance.
- Follows established scripts talk tracks and escalation protocols while exercising sound judgment.
- Provides support to Tier I team members as needed to maintain service continuity and quality.
- Quickly identifies payer needs and provides accurate assistance across registration payment processing and account setup.
- Processes eCheck and credit card payments auto-pay setup and service registrations across web online and mobile platforms.
- Manages workload effectively across phones emails reports and queues to meet service expectations.
- Uses systems tools and standard workflows to minimize rework and improve support efficiency.
- Meets or exceeds defined service and quality metrics including AHT call volumes abandonment rates and accuracy measures.
- Delivers complete and accurate information using approved tools and resources.
- Resolves moderately complex payer issues to ensure high customer satisfaction.
- Contributes to consistent reliable service delivery for payers.
- Continuously builds knowledge of products systems and payer workflows to improve support effectiveness.
- Leverages reporting tools automation and AI-enabled support capabilities to improve accuracy and response times.
- Identifies recurring issues and opportunities to improve payer experience through feedback and pattern recognition.
- Adapts quickly to changing tools processes and operational needs.
- Bachelors or Associates degree in a relevant field or equivalent applicable work experience
- 24 years of customer service experience
- Strong attention to detail and ability to handle sensitive and confidential information
- Demonstrated problem-solving critical thinking and active listening skills
- Ability to work independently and collaboratively in a team environment
- Sound judgment with the ability to identify when escalation is required
- Proficiency with Microsoft Office applications (Outlook Word Excel)
- Flexibility to adapt to shifting priorities and operational needs
- Positive attitude and willingness to learn in a fast-paced environment
- Experience with electronic bill payment and presentment (EBPP) is a plus
InvoiceCloud is committed to providing equal employment opportunities to all employees and applicants. We do not tolerate discrimination or harassment of any kind based on race color religion age sex nationality disability genetic information veteran or military status sexual orientation gender identity or expression or any other characteristic protected under applicable laws.
This commitment applies to all aspects of employment including recruitment hiring placement promotion termination layoff recall transfer leave compensation and training.
If you require a disability-related or religious accommodation during the application or recruitment process and wish to discuss possible adjustments please contact .
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For recruitment agencies: InvoiceCloud does not accept unsolicited resumes from agencies. Please do not forward resumes to our job aliases employees or any other company location. InvoiceCloud is not responsible for any fees associated with unsolicited submissions.
Required Experience:
IC
Key Skills
- Children Activity
- Access Control
- Human Resources Administration
- Government
- Actuary
- Hydraulics
About Company
Invoice Cloud provides simple online electronic bill payment solutions that improve customer engagement and increase e-payment adoption. Schedule A Demo Today.
