Payer Support Specialist

As a Payer Support Specialist at InvoiceCloud, you will address service needs from payers for all our customers. In this role, you will use your passion for technology-fueled business solutions to provide our customers with a world class experience.

We strive to provide unparalleled support for our customers. The Payer Support Specialist plays an integral role in achieving this. This role will provide you with tangible value in learning the Bill Presentment and Payment space. We consider our Payer Support team to be an incubator for Client Services and other areas of the organization. We are seeking entry level, customer focused individuals who are passionate about growing with our company.

What You'll Do

Understand the Invoice Cloud solutions well enough to have a discussion with Payers while assisting them.

Be well versed on all Invoice Cloud products to be able to document or escalate issues to a biller.

Have a high-level understanding of how the technology for billers works. This allows the Customer Service Representative to understand issues, describe them and offer resolution to Payers via phone or email.

First 30 days

• Gain a complete understanding of the IC solutions
• Gain a complete understanding of the IC internal systems including the CRM, ITR’s, Helpdesk.
• Attend training, review all material provided and complete quizzes administered.
• Sit with the Payer Support team to shadow them and learn from experience how to handle calls and emails.

First 60 days

• Be aware of tax billing cycles as well as utilities to handle calls according to business’ natural spikes
• Start solving tickets from Payers – sent via email
• Start taking calls from Payer on the assigned schedule
• Document all calls in the ticketing system
• To have calls duration of 7 minutes (average) or less

First 90 Days and Beyond

• To be able to resolve payer calls (at least 90%) without supervisor assistance
• To solve all issues involving fees when amounts are
• To solve at least 90% of the calls with one touch
• To solve all tickets (closed) – average 6 hours
• To maintain a monthly average of 6 business hours for ticket resolution
• To maintain a monthly average for call duration equal or less than 6 minutes

What We Seek

• Customer driven, results oriented, focused
• Outstanding verbal, written, presentation and interpersonal skills are required with a great attention to detail
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools
• Recent college graduates are encouraged to apply! 

Base Compensation Range: ($42,000.00 to $67,000.00) annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission and equity. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.