PPD Resolution Specialist

This is an internal opportunity for current employees of Alleviate.

At Alleviate, we are on a mission to transform lives by providing effective debt relief solutions. Our team is dedicated to helping individuals and families regain control of their financial future. We are seeking caring & empathetic individuals to join our dynamic team and make a real difference in people's lives.

ABOUT THE COMPANY: Alleviate is one of the fastest growing companies in the Debt Relief space. Every day we help clients find solutions to their financial challenges. We are a vibrant and energetic organization of nearly 400 employees. Alleviate offers a fun, supportive culture with endless opportunities for growth. We are currently investing heavily in marketing and technology to actualize our vision of becoming the next-generation financial services Company, taking people from debt to WEALTH. 

HIRE DATE: September 2024

JOB TITLE: PPD Resolutions Specialist 

OUR HOME: Alleviate has a 30,000 Sq foot headquarters based out of Irvine, CA. Our headquarters is located in the heart of Orange County’s booming business and finance district. Our state-of-the-art office has 2 designer living rooms, 2 cafes, a meditation room, fully equipped workstations, and a free fitness center. We offer catered lunches, in-office games, teambuilding activities, paid parking, quarterly parties & events, volunteer events, and much more! 

OUR CULTURE: WHY DO OUR EMPLOYEES LOVE WORKING HERE?

• Opportunities for internal growth and career advancement
• Work alongside a passionate group of people who are committed to improving the lives of others
• Company swag - who doesn't love it?
• An incredible location to call your "second home". Our headquarters has multiple restaurants, free fitness center, wellness rooms, and in-office amenities to support you throughout your workday
• Consistent employee recognition and appreciation
• Company-sponsored events and volunteer opportunities

COMPENSATION:

• $19 - $23 per hour depending on experience

WHAT MAKES US THE BEST?

• Energetic, supportive, and collaborative working environment 

• Continuous employee development, coaching, and training 

• Work-life balance 

WHAT YOU'LL DO:
The Payment Processing Resolutions Specialist is a critical role within the payments department, focused on addressing and resolving payment-related issues that require in-depth investigation, negotiation, and collaboration with various lines of the business. This role requires a strong understanding of payment processes, exceptional problem-solving skills, and the ability to navigate complex situations to ensure accurate and timely resolution. 

• Plan, execute, and report on audits of internal controls across various depar

• Issue Resolution: Investigate and resolve escalated payment issues, which may include transaction discrepancies, payment disputes, failed payments, and complex cases that cannot be resolved through standard procedures. 

• Collaboration: Work closely with internal teams such as payment processors, customer success, sales, and legal, as well as external vendors, customers, and financial institutions, to facilitate effective communication and problem-solving. 

• Research and Analysis: Analyze payment data, transaction histories, and supporting documentation to identify root causes of payment issues. Use critical thinking to propose solutions and prevent future occurrences. 

• Negotiation: Engage in negotiation with clients/creditors, to reach mutually acceptable resolutions for payment disputes or discrepancies. 

• Communication: Provide clear and concise updates to relevant stakeholders, including management, regarding the status of escalated cases, potential solutions, and any action items required. 

• Documentation: Maintain accurate and organized records of escalated payment cases, including communication, investigation details, resolutions, and outcomes. 

• Process Improvement: Identify recurring payment issues and propose process enhancements or procedural changes to prevent similar escalations in the future. 

• Compliance: Ensure that all payment resolution actions comply with company policies, financial regulations, and legal requirements. 

• Reporting: Generate reports and summaries of escalated payment cases, trends, and outcomes for management review. 

• Training and Support: Provide guidance and training to payment processing teams to prevent common payment issues and address potential escalations at an earlier stage. 

• Customer Service: Handle inquiries and concerns from clients or creditors related to escalated payment cases, maintaining a professional and customer-focused approach. 

• Risk Assessment: Assess potential financial risks associated with escalated cases and collaborate with risk management teams to mitigate those risks. 

• Follow all policies and procedures for the department and Company

WHAT MAKES YOU A GOOD FIT:

• High School Diploma or GED required

• Excellent customer services and clear verbal communication skills

• Payment Processing Department experience (internal candidates only)

• Understanding of payment processing procedures

We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; as we consider all qualified candidates, and any person who is driven to help others. 
ADDITIONAL PERKS & BENEFITS:

• Health, dental, and vision benefits available after 30 days of employment 
• Ancillary benefits including legal services, disability insurance, Employee Assistance Program, and much more! 
• 80 hours of PTO, 40 hours of Sick Pay, and 2 Health & Wellness Days
• Paid holidays
• 401(k) that can be elected from day 1 of employment! 
• The opportunity to work alongside an incredible group of people who are all driven to help others

Job Type: Full-time 

Schedule: 8-hour shift, Monday to Friday 
Location: Local or remote

Alleviate Financial Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This position must pass a post-offer pre-employment criminal background check.