- Process payments through online portals and Interactive Voice Response (IVR) systems.
- Handle inbound and outbound calls using a soft-phone application.
- Build rapport with customers and resolve payment-related issues.
- Use CRM tools to manage daily workload and maintain accurate records.
- Navigate websites and search engines to collect payment contact information.
- Retrieve and analyze payment data from CRM and payment systems, and review data in Excel.
- Submit product and development tickets for technical issues.
- Troubleshoot declining payments, escalating when necessary, and resolve invoice discrepancies.
- Manage payment cases, update CRM notes and outcomes, and handle the team email queue using case-management procedures.
- Communicate with client Accounts Payable teams using email templates and follow call-handling procedures and telephone etiquette.