Job Title: Customer Service Representative II (CSR II)
Company: PayClearly
Job Description:
As a Customer Service Representative II at PayClearly, your primary responsibility will be to ensure our clients' payments are processed accurately and on time. You'll monitor and handle delivery issues, process payments, respond to inquiries, resolve payment issues, and update client and vendor information as necessary. This role requires strong analytical skills, proficiency in QuickBooks and other payment processing software, and a keen understanding of our clients' needs and expectations.
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Responsibilities:
1. Payment Processing:
· Prioritize and process payments, track payment status, ensure successful delivery and authorization, and handle undeliverable or unread payments. If necessary, follow up with vendors for payment completion.
· Manage credit card payments while disregarding ACH or Checks.
2. Issue Resolution:
· Address and ensure quick and effective resolutions for issues with payments, refunds, returned checks, and expiring cards.
· Collaborate with clients and internal team members to resolve issues.
3. Customer Communication:
· Maintain constant communication with clients to understand their requirements and concerns, inform them of any issues with their payments, and update them on resolution steps. This includes reaching out to clients to gain better contacts for their vendors or to discuss payment cancellation.
4. Data Management:
· Regularly review and update payment records, vendor metadata, and transfer tracker for pending transfers.
· Keep track of pending payments and payment schedules awaiting funds.
5. Task Management:
· Complete daily tasks which include, but are not limited to checking voicemail tickets, resolving/assigning support requests in Zendesk, reviewing yellow tracking payments for delivery issues, checking spam folder in the support inbox, and updating the transfer tracker.
· Weekly and monthly tasks as per company protocols, which includes tasks specific to individual clients, resolving check returns, updating tracking payments, and system maintenance.
6. Collaboration:
· Work closely with the team for suggestions, updates, and better service delivery.
· Coordinate with other stakeholders on tasks like updating payment instructions, making vendor enrollment calls, and handling dispute requests.
7. Ad Hoc Tasks:
· Take on ad hoc tasks as and when required, which may include client onboarding, vendor setup, updating payment notes, reaching out to customers for additional information, sending notices for upcoming federal bank closures, etc.
Requirements:
1. At least 3-5 years of experience in a customer service role, preferably in the payment processing or financial industry.
2. Strong analytical and problem-solving skills.
3. Excellent written and verbal communication skills.
4. Proficient in using QuickBooks and other payment processing software.
5. Proactive and able to work independently as well as part of a team.
6. Detail-oriented and able to manage multiple tasks simultaneously.
7. Strong organizational and time management skills.
8. Comfortable with Microsoft Suite and Google Docs/Sheets
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
- Work from home
Shift:
- 8 hour shift
- Day shift
- Evening shift
- Night shift
Weekly day range:
- Weekends as needed
Work setting:
- Remote
Education:
- High school or equivalent (Preferred)
Work Location: Remote
