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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. It’s an award-winning, purpose-driven environment where top talent thrives. To learn more, visit InvoiceCloud.com.
- 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.
- Bachelor’s or Associate’s degree in a relevant field, or equivalent applicable work experience
- 2–4 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 [email protected].
Click here to review InvoiceCloud’s Job Applicant Privacy Policy.
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.
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