Payments Agent

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The Role We Need:

We need a Payments Agent who will be at the forefront of managing member accounts, ensuring timely payments, and maintaining accurate financial records. This role is crucial in driving collections through outbound calls, addressing past-due payments, and offering personalized payment plans to members. This role will proactively identify at-risk accounts, resolve payment disputes, and handle inquiries via phone, email, and support tickets. You will be instrumental in meeting daily revenue goals while providing exceptional support to members, ensuring that their payment challenges are addressed efficiently and effectively.

The Person We Are Looking For:

The ideal candidate is an excellent communicator with a strong background in phone support, particularly in outbound or collections roles, and is comfortable making daily calls to engage members about payment issues. They have a keen eye for detail, an unwavering commitment to accuracy, and a proactive approach to solving payment challenges. Adaptable and resourceful, they’re capable of managing high volumes of member inquiries, resolving disputes, and keeping meticulous records. Above all, we’re looking for someone who takes pride in meeting goals and enjoys working as part of a mission-driven team that makes a difference for our members.

• Conduct daily outbound calls and handle inbound inquiries to engage members and address past-due payments.
• Handle support tickets and respond to emails related to payment inquiries, addressing member concerns efficiently and professionally.
• Collaborate with active members to understand payment goals and recommend tailored payment plans to support account management.
• Review and monitor payment histories regularly to proactively identify and address at-risk accounts.
• Maintain precise and up-to-date payment records for all member accounts, resolving discrepancies promptly.
• Address member inquiries related to payments by clarifying issues and offering practical solutions to payment challenges.
• Follow up with accounts holding positive balances to verify accuracy and ensure clear financial tracking.
• Audit member financial histories and invoices to ensure completeness and accuracy of records.
• Meet daily revenue collection goals by collecting outstanding payments and supporting the team’s financial targets.
• Resolve disputed transactions efficiently to maintain member satisfaction and uphold transaction accuracy.
• Assist members with payment concerns by providing guidance, support, and clear resolution pathways.

• Strong Communication Skills - Ability to communicate clearly, empathetically, and professionally with members to resolve payment issues and maintain positive relationships.
• 3+ Years Of Phone Experience - Demonstrate experience in phone support, preferably in outbound calls or collections, with the ability to confidently engage members and address payment-related concerns.
• Integrity and Confidentiality - Commitment to handling sensitive financial data responsibly, maintaining confidentiality, and upholding company standards.
• Goal-Oriented Mindset - Motivated to meet daily collection goals and support team financial objectives while ensuring a positive member experience.
• Adaptability - Flexibility to handle a fast-paced environment and adjust to new payment processes or systems as they evolve.
• Organizational Skills - Excellent time management and organizational skills to handle daily outbound and inbound calls, manage accounts, and meet collection targets.
• Problem-Solving Abilities - Proactive approach to understanding payment challenges, with the capability to offer effective, timely solutions for members.
• Attention to Detail - Precision in handling payment records, identifying discrepancies, and ensuring the accuracy of financial information.
• Reliable High-Speed Internet Connection - A stable and strong internet connection is essential for smooth remote work and consistent communication with members.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a video interview with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video panel interview with our members of the payments team for one (1) hour. For this interview, a candidate will perform a mock call simulation.
• If warranted, then we move to contract!

Job Type: Full-time Independent Contractor