Customer Success Specialist I

Essential Functions/ Responsibilities

• Responds to Customer requests for reporting.


• Work with Accounting to answer inbound customer billing questions/provide billing reports.


• Works with Finovera team on any troubleshooting escalations.


• Identify if billers requested are supported by Finovera. Determine if biller should be added based on success & MFA rates and if so, work with Banking & Fintech DEV to enable for ebills and/or AutoPay on Paymentus.


• If Finovera doesn’t support biller being requested, work to add URL through Finovera ticket, search for immutable ID, and enable on Paymentus side.


• Provides final approval for the merging or deletion of a provider. Responsible for client communication on any changes.


• Responsible for Customer Notification and Updates on mass connectivity issues with a provider.


• Responsible for Customer Communication on upcoming maintenance and scheduled down time in Prod/Sandbox.


• Responsible for monitoring and evaluating performance of billlers and providing a recommendation on disabling for ebills/autopay.


• Monitor and respond to service@finovera and partnersupport@finovera inquiries. Notify end users of payment failures that also failed with Finovera DEV retries within 24 hours.


• Provide updates for support team on PCS /FCS tickets

Education and Experience

• Bachelor Degree a plus


• Good organizational skills, knowledgeable in goal-setting practices


• Excellent verbal, written and interpersonal communication skills


• Outstanding client service skills and dedication to providing exceptional client care


• Exceptional listening and analytical skills

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers and smartphones.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision and ability to adjust focus. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch or crawl. The employee may be required to life up to 25 lbs.

Position Type/Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday during normal business hours. Occasional evening and weekend work may be required as job duties demand.

Travel

Minimal travel

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

EEO Statement

Paymentus is an equal opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, ancestry, citizenship status, religion, marital status, disability, military service or veteran status, genetic information, medical condition including medical characteristics, or any other classification protected by applicable federal, state, and local laws and ordinances. Our management is dedicated to ensuring the fulfillment of this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

Reasonable Accommodation

Paymentus recognizes and supports its obligation to endeavor to accommodate job applicants and employees with known physical or mental disabilities who are able to perform the essential functions of the position, with or without reasonable accommodation. Paymentus will endeavor to provide reasonable accommodations to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so would impose an undue hardship on the Company or pose a direct threat of substantial harm to the employee or others.

An applicant or employee who believes he or she needs a reasonable accommodation of a disability should discuss the need for possible accommodation with the Human Resources Department, or his or her direct supervisor.