Payee Services Representative II

Position Overview

What Youll Do:

• Handle moderately complex customer issues that require deeper product knowledge multi-step troubleshooting or coordination with other departments.

• Serve as a resource for other representatives providing guidance informal coaching and support in resolving customer inquiries.

• Analyze customer interactions to identify patterns or recurring issues and proactively suggest improvements to scripts workflows or FAQs.

• Ensure accurate and complete documentation of customer cases including resolution steps follow-up actions and feedback for quality assurance.

• Collaborate with internal teams such as billing technical support or fulfillment to resolve cross-functional issues impacting customer experience.

• Contribute to process improvement initiatives including pilot testing new tools or procedures and providing feedback to supervisors.

What Youll Bring to Zelis:

• Minimum of 1 year of experience.

• Payments-related experience helpful.

• Experience using AI tools is strongly preferred including an understanding of how to design and develop effective prompts and/or AI agents.

• Healthcare helpful.

• Basic Excel SQL PowerBI experience helpful.

• Demonstrates advanced organizational and documentation skills across multiple concurrent projects.

• Communicates effectively with cross-functional teams and stakeholders.

• Proficient in Microsoft Office Suite and adept at learning and applying new tools and technologies.

• Detail-oriented with strong analytical and problem-solving abilities.

• Works independently with minimal supervision and contributes actively to team success.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA Boston MA Morristown NJ Plano TX St. Louis MO St. Petersburg FL and Hyderabad India. We foster a hybrid and remote friendly culture and all our employees work locations are based on the needs of the position and determined by the Leadership -office work and activities if applicable vary based on the work and team objectives in accordance with Company policies.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.